Service Delivery Manager - IT Infrastructure & Managed Services

We are looking for a Service Delivery Manager in the Bangalore location.

As a Service Delivery Manager (SDM), you will lead the end-to-end delivery of IT infrastructure and managed services, ensuring exceptional customer experience, operational excellence, and continuous service improvement. You will manage and mentor a team of IT specialists, drive SLA and KPI adherence, lead customer governance through Quarterly Business Reviews (QBRs), and collaborate with cross-functional teams to resolve complex operational challenges. This role requires a strong technical foundation, leadership capabilities, and the ability to translate technical performance into business value for global customers.

Role Details :Experience : 8+ years

Notice Period : Immediate to 30 days

Shift : BC Shift (4:30 PM - 1:30 AM IST)

Education : Full-time Graduates. No Diploma candidates

Key Responsibilities :Customer Engagement and QBR Ownership :

• Lead Quarterly Business Reviews (QBRs) with customers, demonstrating understanding of business impact and technical delivery.

• Act as the primary point of contact for escalations and strategic discussions.

Service Quality and Governance :

• Ensure ticket quality, RCA depth, and WSR accuracy across the team.

• Monitor SLA/KPI adherence and drive corrective actions proactively.

Team Leadership and Development :

• Mentor and guide SDAs and L2s to improve delivery standards.

• Identify skill gaps and work with HR and the internal team to upskill the team.

Process Improvement and Reporting :

• Own and improve delivery processes, including incident management, change management, and problem management.

• Provide meaningful insights in reports that link technical performance to business outcomes.

Collaboration and Stakeholder Management :

• Work closely with internal stakeholders to align delivery with customer expectations.

• Collaborate with cross-functional teams to resolve systemic issues.

Skills and Competencies :Must-Have :

• Prior Experience in Windows Administration and Cloud infrastructure

• MSP/Managed Services/IT Services background

• Must have prior experience of onsite-offshore delivery model and should have directly worked with US/European customers and colleagues.

• Experience in leading technical teams and driving performance

• Strong project management and customer-facing experience

• Must have ITIL process knowledge

Good to Have :

• MSP/Managed Services/IT Services background

• Exposure to Hybrid Cloud Environments

• Experience in service transition or infrastructure migration projects

• Certifications : ITIL, PMP or other project management certifications.