Service Deliver Manager

Immunity Networks & Technologies Pvt. Ltd.; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Immunity Networks & Technologies Pvt. Ltd. in Mumbai is seeking a Service Delivery Manager to lead service operations and client relationships. You will ensure SLAs are met, drive continuous improvement, and coordinate cross-functional teams to deliver value to customers.

The ideal candidate has a background in service delivery or IT operations, strong communication skills, and a proven ability to manage KPIs and escalations while maintaining high service quality.

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• Experience in service delivery, IT operations, or client management.
• Strong understanding of service management frameworks such as ITIL.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and decision-making abilities.
• Experience managing SLAs, KPIs, and service performance metrics.
• Ability to lead cross-functional teams and manage escalations effectively.

Responsibilities

• Oversee service operations and client relationships.
• Ensure SLAs are met and improve service processes.
• Conduct regular client meetings and customer satisfaction surveys.
• Ensure documentation, records, and project execution per SOW and SOPs.
• Oversee knowledge base and deliver high-quality customer service.

Skills

Communication

Stakeholder management

Service delivery

IT operations

Leadership

Escalation management

Problem-solving

SLA management

Client management

Education

Bachelor's degree in Business Administration/Information Technology

Tools

ITIL

Job description

Immunity Networks & Technologies Pvt. Ltd. | Full time

Immunity Networks & Technologies Pvt. Ltd. is an Indian networking and cybersecurity OEM. We design and manufacture enterprise wireless, switching and network infrastructure in India, and we deploy and support it ourselves, end to end.

Our equipment carries passenger Wi-Fi at major Indian airports, serves BSNL circles, and supports enterprise, SMB and government clients across the country. As a PM-WANI provider, we help extend affordable public internet access to the places that need it most.

From our head office in Mumbai and our manufacturing facility in Gujarat, our teams work across RF and product engineering, network design, site rollout and round-the-clock support. If you would like to work on infrastructure that thousands of people rely on every day, and follow it from the circuit board to the ceiling mount, we would like to hear from you.

Job Description

The Service Delivery Manager (SDM) is responsible for ensuring high-quality delivery of services to clients or internal stakeholders.

This role oversees service operations, manages client relationships, ensures service-level agreements (SLAs) are met, and continuously improves service processes to enhance customer satisfaction and operational efficiency.

Conduct regular client meeting, CUstomer satisfaction Surveys and Ensure all Support and Project and Support related work is perfectly Handled.

Ensure Thorough Documentations, Records, Execution of the Project on Set SOW on Standard SOPs.
Oversee Knowledge base and ensure best customer service.

Requirements

Bachelor’s degree in Business Administration, Information Technology, or related field.

Experience in service delivery, IT operations, or client management.

Strong understanding of service management frameworks such as ITIL.

Excellent communication and stakeholder management skills.

Strong problem-solving and decision-making abilities.

Experience managing SLAs, KPIs, and service performance metrics.

Ability to lead cross-functional teams and manage escalations effectively.

1. Improved Service Quality

A Service Delivery Manager ensures services are delivered consistently and meet Service Level Agreements (SLAs), improving overall service quality.

2. Better Customer Satisfaction

SDMs act as the main point of contact for clients, ensuring quick issue resolution and strong client relationships.

The role involves managing teams, stakeholders, and service processes, helping develop strong leadership and management skills.

2. High Career Growth

SDM roles can lead to higher positions such as:

IT Operations Manager

Program Manager

Delivery Head

Director of Operations

Chief Operations Officer (COO)

3. Attractive Salary Packages

Service Delivery Managers often receive competitive salaries, bonuses, and performance incentives.