Service Delivery Manager

Genetic Callnet Consultancy Pvt Ltd.; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Genetic Callnet Consultancy Pvt Ltd. seeks a Service Delivery Manager (SDM) to manage end-to-end IT infrastructure and managed services delivery for global customers. You will lead a team, ensure SLA/KPI adherence, and drive continuous service improvement in a fast-paced environment.

The role requires strong technical foundations, leadership, and the ability to translate performance into business value, with onsite-offshore delivery experience and customer-facing responsibilities.

Qualifications

• Must have hands-on experience in Windows administration and cloud infrastructure.
• MSP/Managed Services background preferred; experience with onsite-offshore delivery models.
• Strong project management and customer-facing skills with ITIL process knowledge.

Responsibilities

• Lead end-to-end IT infrastructure and managed services delivery.
• Mentor and guide delivery teams to meet SLAs and KPIs.
• Run Quarterly Business Reviews (QBRs) and govern service quality.

Skills

Windows Administration

Cloud infrastructure

MSP/Managed Services

Onsite-offshore delivery

ITIL processes

Project management

Customer-facing experience

Job description

About Us
We are the technology backbone of leading Life Sciences, Healthcare and Biotech organizations
around the world. As the offshore technology delivery center for PTP.Cloud, we bring over two decades of expertise
in designing, securing and operating complex cloud and infrastructure environments. Our teams work across
Cybersecurity, Infrastructure, Networking, DevOps, FinOps, SecOps and UserOps, supporting customers where
reliability, security and compliance are business critical.
The work you do here goes beyond keeping systems running. From enabling scientific research to supporting drug
discovery and healthcare innovation, you'll help build and operate technology that has the potential to improve and
save lives. At Stratogent, you'll solve real customer challenges, work alongside highly skilled professionals and build
deep technical expertise.
We believe in accelerated growth through ownership, giving people meaningful responsibility and opportunities to
learn from day one. Your ideas are heard, your contributions are visible, and your impact is recognized. We invest in
continuous learning, collaboration and career growth while fostering a culture where you can bring your authentic
self to work.
Be Seen. Be Heard. Be You.

Role Overview

As a Service Delivery Manager (SDM), you will lead the end-to-end delivery of IT infrastructure and managed
services, ensuring exceptional customer experience, operational excellence, and continuous service improvement.
You will manage and mentor a team of IT specialists, drive SLA and KPI adherence, lead customer governance
through Quarterly Business Reviews (QBRs), and collaborate with cross-functional teams to resolve complex
operational challenges. This role requires a strong technical foundation, leadership capabilities, and the ability to
translate technical performance into business value for global customers.

Key Responsibilities

Customer Engagement and QBR Ownership

• Lead Quarterly Business Reviews (QBRs) with customers, demonstrating understanding of business impact and technical delivery.
• Act as the primary point of contact for escalations and strategic discussions.

Service Quality andGovernance

• Ensure ticket quality, RCA depth, and WSR accuracy across the team.
• Monitor SLA/KPI adherence and drive corrective actions proactively.

Team Leadership and Development

• Mentor and guide SDAs and L2s to improve delivery standards.
• Identify skill gaps and work with HR and the internal team to upskill the team.

Process Improvement and Reporting

• Own and improve delivery processes, including incident management, change management, and problem management.
• Provide meaningful insights in reports that link technical performance to business outcomes.

Collaboration andStakeholder Management

• Work closely with internal stakeholders to align delivery with customer expectations.
• Collaborate with cross-functional teams to resolve systemic issues.

Skills and Competencies

Must-Have

• Prior Experience in Windows Administration and Cloud infrastructure
• MSP/Managed Services/IT Services background
• Must have prior experience of onsite-offshore delivery model and should have directly worked with US/European customers and colleagues.
• Experience in leading technical teams and driving performance
• Strong project management and customer-facing experience
• Must have ITIL process knowledge

Good to Have

• MSP/Managed Services/IT Services background
• Exposure to Hybrid Cloud Environments
• Experience in service transition or infrastructure migration projects
• Certifications: ITIL, PMP or other Project Management.