It Service Delivery Manager

NEWAGE TECH SOLUTION PRIVATE LIMITED; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

NEWAGE TECH SOLUTION PRIVATE LIMITED in Bengaluru is seeking an experienced IT Service Delivery Leader to own end-to-end service delivery across key accounts, ensuring SLA adherence and effective governance.

The role leads support teams, manages incidents and changes, strengthens client relationships, and drives continuous improvement while aligning with contract commitments and security requirements.

Qualifications

• 10+ years of experience in IT service delivery, IT operations, or managed services, with at least 3 years in a leadership role.

Responsibilities

• Own end-to-end IT service delivery across accounts with SLA/KPI adherence.
• Lead and mentor service delivery teams for consistent performance.
• Drive incident/problem/change management per ITIL to minimize downtime.
• Serve as escalation point for critical incidents and outages.
• Maintain client relationships via service reviews and proactive reporting.
• Monitor metrics, governance dashboards, and present reviews.
• Drive continuous improvement to reduce tickets and improve FCR.
• Plan resources, forecast capacity, and schedule shifts.
• Ensure security, audits, and data protection compliance.
• Collaborate with sales on scope changes, renewals, upsell.

Skills

Leadership

ITIL

ITSM processes

Client relationship management

English

Hindi

Project management

Stakeholder communication

Education

Bachelor's degree in CS/IT

MBA (optional)

Tools

ServiceNow

Remedy

Job description

Key Responsibilities:

• Own end-to-end IT service delivery across assigned accounts, ensuring adherence to SLAs, KPIs, and contractual commitments
• Lead and mentor service delivery teams including support engineers, team leads, and shift managers to ensure consistent operational performance
• Drive incident, problem, and change management processes in line with ITIL best practices to minimize downtime and recurring issues
• Act as the primary escalation point for critical incidents, major outages, and high-priority client concerns
• Build and maintain strong client relationships through regular service review meetings, reporting, and proactive communication
• Monitor service delivery metrics, prepare governance dashboards, and present performance reviews to leadership and clients
• Drive continuous improvement initiatives to enhance service quality, reduce ticket volumes, and improve first-call resolution rates
• Manage resource planning, capacity forecasting, and shift scheduling to ensure adequate coverage across support functions
• Ensure compliance with security, audit, and data protection requirements across all service delivery operations
• Collaborate with sales and account management teams on service scope changes, renewals, and upsell opportunities

Required Skills and Qualifications:

• 10+ years of experience in IT service delivery, IT operations, or managed services, with at least 3 years in a leadership role
• Strong knowledge of ITIL framework, incident/problem/change management, and service governance practices
• Proven experience managing large support teams and multiple client accounts simultaneously
• Proficiency with ITSM tools such as ServiceNow, Remedy, or similar platforms
• Strong client relationship management and stakeholder communication skills
• Excellent verbal and written communication skills in English and Hindi
• ITIL Foundation/Intermediate certification is preferred
• Bachelor's degree in Computer Science, IT, or a related discipline; MBA is a plus