IT Service Delivery Manager - Remote in India, India

Position: IT Service Delivery Manager
Experience: 10+ Years
Role: Managed IT Services / Infrastructure Support
Employment Type: Full-time (1 year contract – renewable)
Location: Remote Position Overview We are seeking an experienced IT Service Delivery Manager with 10+ years of experience in IT Service Management, service delivery, IT operations, governance, transition, and stakeholder management. The Service Delivery Manager will act as the Single Point of Contact (SPOC) for the customer from the Supplier's side and will have overall responsibility for coordinating service delivery across infrastructure, applications, security, cloud, database, end-user computing, and other IT support functions. The role will be based at the Supplier's premises and will be responsible for ensuring that services are delivered in accordance with agreed SLAs, KPIs, service levels, governance requirements, and contractual commitments. The incumbent will actively participate in monthly service reviews, operational governance meetings, transition gates, service improvement initiatives, and escalation management . Key Responsibilities 1. Service Delivery Management
Act as the primary customer-facing SPOC for day-to-day IT service delivery.
Own overall service performance and coordinate delivery across multiple technical teams.
Ensure services are delivered against agreed SLAs, OLAs, KPIs, and contractual obligations .
Monitor service performance and proactively identify risks, issues, and service degradation.
Ensure effective coordination between technical teams, suppliers, and customer stakeholders.
Drive timely resolution of service-impacting issues and escalations.
Maintain strong customer relationships and ensure high levels of customer satisfaction.

2. ITSM Governance
Establish and manage ITSM processes aligned with ITIL best practices .
Oversee effective execution of:
o Incident Management
o Major Incident Management
o Problem Management
o Change Management
o Request Fulfilment
o Service Level Management
o Configuration Management
o Knowledge Management
o Availability and Capacity Management
o Continual Service Improvement
Ensure processes are consistently followed across service teams.
Identify process gaps and implement corrective and preventive actions.

3. Single Point of Contact / Customer Management
Serve as the single escalation and coordination point for the customer.
Understand customer priorities, expectations, business requirements, and service concerns.
Coordinate communication during major incidents, critical service disruptions, and escalations.
Ensure clear ownership and accountability across Supplier teams.
Provide regular service status and performance updates to customer stakeholders.
Build and maintain trusted relationships with customer IT leadership and key stakeholders.

4. Monthly Service Reviews
Prepare and lead monthly service review meetings with the customer.
Present service performance against agreed SLAs and KPIs.
Provide dashboards and reports covering:
o Incident volumes and trends
o SLA compliance
o Major incidents
o Problem management
o Changes
o Service requests
o Availability
o Capacity
o Security/compliance issues
o Customer satisfaction
o Open risks and issues
Present root-cause analysis and corrective actions for significant service failures.
Track decisions, actions, owners, and deadlines from monthly reviews.
Ensure closure of outstanding governance actions.

5. Transition & Transition Gates
Actively participate in service transition planning and transition gates .
Ensure services are operationally ready before entering production.
Coordinate transition activities across infrastructure, applications, security, cloud, database, and support teams.
Review transition deliverables, operational documentation, support models, and knowledge-transfer plans.
Validate readiness against agreed entry and exit criteria.
Identify and escalate transition risks and dependencies.
Ensure appropriate handover from project/implementation teams to BAU operations.
Support stabilization and hypercare activities following service transition.

6. Major Incident & Escalation Management
Provide leadership during Priority 1 / Critical incidents .
Coordinate technical teams and stakeholders to restore services within agreed timelines.
Ensure timely customer communication during major incidents.
Drive structured incident bridges and escalation processes.
Ensure post-incident reviews and Root Cause Analysis (RCA) are completed.
Track corrective and preventive actions to closure.
Identify recurring issues and initiate Problem Management processes.

7. SLA, KPI & Performance Management
Monitor and report compliance against contractual SLAs and KPIs.
Identify SLA breaches and ensure appropriate corrective action.
Establish service-performance baselines and trend analysis.
Develop service improvement plans where performance is below target.
Ensure accurate and timely service reporting.
Validate service metrics and performance data before customer submission.

8. Continual Service Improvement
Identify opportunities to improve service quality, efficiency, automation, and customer experience.
Drive CSI initiatives based on incident trends, customer feedback, SLA performance, and operational risks.
Promote automation and standardization across service-management processes.
Track measurable benefits from improvement initiatives.
Maintain a continual service improvement register and action plan.

9. Risk, Issue & Dependency Management
Maintain service-level risks, issues, assumptions, and dependencies.
Identify potential operational risks before they impact service delivery.
Establish mitigation and contingency plans.
Escalate critical risks to appropriate Supplier and customer management.
Track risks and actions through governance forums.

10. Supplier & Third-Party Management
Coordinate with third-party vendors and technology partners where required.
Monitor vendor performance against agreed service levels.
Escalate vendor-related issues and delays.
Ensure third-party dependencies are appropriately tracked.
Participate in vendor governance and performance reviews.

11. Team & Resource Coordination
Coordinate resources across multiple technical and support teams.
Ensure appropriate coverage for critical services and operational requirements.
Identify skill and resource gaps and escalate them proactively.
Support workforce planning, onboarding, knowledge transfer, and succession planning.
Promote accountability and service ownership across delivery teams.

12. Reporting & Documentation
Maintain comprehensive service-management documentation.
Prepare operational dashboards, management reports, and executive summaries.
Maintain service review packs, action trackers, risk registers, and escalation logs.
Ensure service documentation remains current and audit-ready.
Provide management with insights, trends, risks, and recommendations rather than purely operational statistics.

Required Skills & Experience

• 10+ years of overall IT experience , with significant experience in IT Service Management and Service Delivery.
• Proven experience managing enterprise IT services and customer-facing engagements.
• Experience acting as a Service Delivery Manager / ITSM Manager / Service Manager .
• Strong understanding of ITIL/ITSM processes and governance .
• Experience managing SLA-driven managed services environments.
• Strong experience in incident, problem, change, and service-level management.
• Experience handling major incidents and executive-level escalations.
• Strong customer and stakeholder management capabilities.
• Experience participating in service transition and transition gates .
• Excellent communication, presentation, negotiation, and leadership skills.
• Strong analytical and problem-solving capabilities.

Preferred Certifications
ITIL 4 Foundation – Mandatory/Preferred
ITIL 4 Managing Professional – Advantage
Certified Scrum / Agile certification – Advantage
COBIT certification – Advantage
PMP / PRINCE2 – Advantage
ISO/IEC 20000 or ISO/IEC 27001 knowledge/certification – Advantage

Key Performance Indicators
The role will typically be measured against:
SLA and KPI compliance
Customer satisfaction / CSAT
Major incident response and resolution
Reduction in recurring incidents
Timeliness of RCA and corrective actions
Change success rate
Service availability
Transition readiness and successful service onboarding
Closure of governance actions
Risk and issue resolution
Continual service improvement outcomes

Key Deliverables
Effective day-to-day service delivery governance.
Single-point accountability for customer service management.
Accurate and timely monthly service reviews.
SLA/KPI dashboards and performance reports.
Effective major incident and escalation management.
Successful service transition and transition-gate completion.
Comprehensive risk, issue, and action management.
Continual Service Improvement roadmap.
High customer satisfaction and strong stakeholder relationships.

Interested candidates may send their resume to [HIDDEN TEXT].