Senior Service Delivery Manager

1. ITIL-based service management
2. Experience in Presales - SOW, Proposal, RFP, RFQ, etc.
3. Exposure to machine learning, data engineering, or specialized domains
4. Experience working with Microsoft Azure and Microsoft stack skills

Job Description:

This role demands a seasoned leader with a strong foundation in ITIL-based service management, major incident handling, and vendor-to-vendor transition execution.

Core Responsibilities

• Lead seamless transitions for new services/projects, ensuring complete knowledge transfer and operational readiness.
• Ensure consistent and high-quality service delivery across all application support functions.
• Track and manage key performance indicators (KPIs), SLA adherence, cost metrics, and team performance benchmarks.
• Drive executive engagement through structured reporting cadence, including QBRs, service reviews, and performance dashboards.
• Optimize support costs while scaling and sustaining a high-performing 24x7 global delivery model.

Key Traits

• Minimum 17+ years of IT service delivery experience, with at least 5 years in a senior leadership role
• Demonstrated success in large-scale transitions, stakeholder governance, incident leadership, and delivering measurable service outcomes
• Strategic mindset with a strong orientation toward hands-on execution
• Clear and confident communicator with the ability to influence across all levels, including executive leadership
• Proven ability to drive operational excellence, lead high-performing teams, and embed continuous improvement practices
• Strong sense of ownership, accountability, and effective decision-making under pressure.

Detailed Responsibilities:

Transition Management & Planning

•                    Lead end-to-end transition programs, including planning, execution, stabilization, and post-go-live governance.

•                    Define and track transition KPAs, success criteria, cost baselines, and service benchmarks.

•                    Ensure effective knowledge transfer, stakeholder onboarding, and structured cutover with minimal disruption.

•                    Govern the transition process with strong risk analysis and continuous improvement planning.

Service Operations & Incident Management

•                    Lead global 24x7 application support operations across L1, L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.

•                    Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.

•                    Define and monitor operational KPIs and SLAs through dashboards, incident trends, and real-time performance metrics.

•                    Implement proactive monitoring and alerting using AIOps, observability tools, and automation to prevent service disruptions.

•                    Champion a risk-based operations model, including early warning systems, shift-left strategies, and operational readiness reviews.

•                    Maintain up-to-date incident response plans, runbooks, and knowledge articles with proper documentation and version control.

Delivery Management & Process Governance

•                    Oversee end-to-end delivery of managed services, ensuring operational stability, service excellence, and cost-effective execution.

•                    Provide strategic leadership during major incidents, driving rapid recovery and alignment with business priorities.

•                    Manage the post-incident lifecycle, including root cause closure, analysis, and transparent stakeholder communication.

•                    Continuously enhance ITIL-aligned processes (incident, problem, change, and release) to strengthen governance and accountability.

•                    Define and manage SLA/KPI frameworks to track service quality, performance trends, and customer satisfaction.

•                    Identify delivery gaps and optimization opportunities, including right-sizing global support models to enable effective 24x7 coverage.

Stakeholder & Executive Communication

•                    Act as the primary communication bridge between delivery teams and customer/business stakeholders, including CXO-level leadership.

•                    Facilitate executive connects and governance forums to present service insights and capture feedback.

•                    Deliver regular reporting packs, including Daily, Weekly, QW (Quality Watch), POP (Point of Performance), and Monthly Dashboards.

Continuous Service Improvement (CSI)

•                    Drive CSI initiatives by identifying automation, optimization, and service innovation opportunities.

•                    Leverage AIOps, ServiceNow ITOM, and other tools to streamline operations and reduce MTTR.

•                    Foster a culture of root cause analysis (RCA) to eliminate repeat issues and improve service predictability.

•                    Align improvements to goals around performance, quality, cost-efficiency, and customer experience.

Nice to have:

• Experience in Presales - SOW, Proposal, RFP, RFQ, etc.
• Experience in working with US, both at offshore and onsite/ onshore
• Understanding of secure coding practices in software development
• Experience with observability/ analytics (monitoring and logging) tools for effective troubleshooting
• Exposure to machine learning, data engineering, or specialized domains