Service Delivery Manager Service Desk

Sonata Software Overview

In today's market, there is a unique duality in technology adoption. On one side, extreme focus on cost containment by clients, and on the other, deep motivation to modernize their Digital storefronts to attract more consumers and B2B customers.

As a leading Modernization Engineering company, we aim to deliver modernization-driven hypergrowth for our clients based on the deep differentiation we have created in Modernization Engineering, powered by our Lightening suite and 16-step Platformation playbook. In addition, we bring agility and systems thinking to accelerate time to market for our clients.

Headquartered in Bengaluru, India, Sonata has a strong global presence, including key regions in the US, UK, Europe, APAC, and ANZ. We are a trusted partner of world-leading companies in BFSI (Banking, Financial Services, and Insurance), HLS (Healthcare and Lifesciences), TMT (Telecom, Media, and Technology), Retail & CPG, and Manufacturing space. Our bouquet of Modernization Engineering Services cuts across Cloud, Data, Dynamics, Contact Centers, and around newer technologies like Generative AI, MS Fabric, and other modernization platforms.

Role: Service Delivery Manager Service Desk

Location: Remote in US

Permanent role

Job Summary

The Service Delivery Manager (SDM) for Service Desk is responsible for ensuring the delivery of high-quality IT support services to end-users in line with agreed Service Level Agreements (SLAs) and business expectations. The SDM will oversee Service Desk operations, manage team performance, drive continuous improvement, and serve as the primary point of escalation for client stakeholders.

Skills (Must Have)

• Strong knowledge of ITIL processes, with ITIL Foundation certification (preferred).
• Hands-on experience with ITSM tools (ServiceNow)
• Strong leadership, communication, and stakeholder management skills.
• Ability to manage escalations, prioritize tasks, and make quick decisions under pressure.
• Analytical mindset with proven ability to drive performance metrics (SLA, CSAT, FCR, MTTR etc).
• Strong problem-solving and conflict-resolution skills.
• ITIL, PMP, or other relevant certifications are a plus.

Stakeholder Management

• Act as the single point of contact for clients/business units regarding Service Desk performance and escalations.
• Build and maintain strong relationships with business stakeholders, vendors, and internal IT teams.
• Manage expectations, communicate service status, and ensure customer satisfaction.

Team Management

• Lead, coach, and mentor Service Desk leads, supervisors, and agents.
• Define training plans and career development for team members.
• Promote a culture of accountability, customer centricity, and continuous improvement.

Process & Continuous Improvement

• Drive automation, self-service, and knowledge base adoption to improve first call resolution (FCR).
• Identify recurring issues and partner with Problem Management teams for root cause elimination.
• Ensure compliance with ITSM processes, policies, and security guidelines.
• Continuously benchmark and improve Service Desk processes to enhance customer experience.

Skills (Nice to have)

Health care lab and diagnostics domain, experience working with overseas teams in India

Key Job Responsibilities

• Own end-to-end delivery of Service Desk services, ensuring adherence to SLAs, OLAs, and KPIs.
• Monitor daily operations of the Service Desk, ensuring effective incident, request, and escalation management.
• Ensure ITIL best practices (Incident, Request, Problem, Knowledge Management) are implemented.
• Oversee shift scheduling, workload distribution, and resource availability for 24x7 support
• Conduct regular service reviews with stakeholders and provide performance dashboards/reports.

Why join Sonata Software?
At Sonata, you ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what s possible. To build never seen before solutions to some of the world s toughest problems. You ll be challenged, but you will not be alone. You ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.