SERVICE DELIVERY MANAGER

Wipro; Maharashtra; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

Wipro is seeking a Service Delivery Manager in India to oversee IT managed services. You will serve as the primary operational interface among stakeholders, delivery teams, and management, ensuring SLA compliance and continuous service improvement.

The role requires driving CSI initiatives, managing cross-functional delivery teams, and maintaining strong customer relationships to align delivery with expected outcomes.

Qualifications

• 8–10 years of experience in service delivery management.
• Experience delivering IT managed services across multiple support towers.
• Ability to ensure SLAs, KPIs and contractual obligations are met.
• Strong stakeholder management and cross-functional leadership.

Responsibilities

• Own end-to-end service delivery across multiple support towers.
• Ensure contractual obligations, KPIs, SLAs are consistently achieved.
• Conduct Weekly, Monthly Service Reviews and Quarterly Business Reviews (QBRs).
• Monitor service performance and drive corrective actions for SLA deviations.
• Manage service risks, escalations, and customer concerns proactively.
• Act as the primary operational point of contact for stakeholders.
• Build trusted relationships with customer leadership teams.
• Present operational performance, service improvements, risks, and strategic initiatives.

Skills

Delivery Management

Job description

The Service Delivery Manager is responsible for ensuring the successful delivery of IT managed services. The role acts as the primary operational interface between stakeholders, delivery teams, suppliers, and management, ensuring SLA compliance, service excellence, customer satisfaction, operational efficiency, and continuous improvement.

Key Responsibilities

• Own end-to-end service delivery across multiple support towers.
• Ensure contractual obligations, KPIs, SLAs are consistently achieved.
• Conduct Weekly, Monthly Service Reviews and Quarterly Business Reviews (QBRs).
• Monitor service performance and drive corrective actions for SLA deviations.
• Manage service risks, escalations, and customer concerns proactively.
• Act as the primary operational point of contact for stakeholders.
• Build trusted relationships with customer leadership teams.
• Present operational performance, service improvements, risks, and strategic initiatives.
• Ensure alignment between customer expectations and delivery outcomes.
• Review service health, backlog trends, ageing tickets, major incidents, and recurring issues.
• Ensure smooth coordination across Service Desk, Workplace, Infrastructure, SAP, Cloud, Security, and Application teams.
• Coordinate supplier and vendor performance management activities.
• Drive automation, standardisation, and operational optimisation programmes.
• Identify cost-saving opportunities and productivity improvements.
• Support budget management and resource planning.
• Track productivity gains and cost optimisation initiatives.
• Support contract governance, SOW management, and service expansion opportunities.
• Lead cross-functional delivery teams.
• Drive employee engagement, skill development, succession planning, and performance management.
• Foster a customer-centric and service-oriented culture.

Job description:

Job Description

The Service Delivery Manager is responsible for ensuring the successful delivery of IT managed services. The role acts as the primary operational interface between stakeholders, delivery teams, suppliers, and management, ensuring SLA compliance, service excellence, customer satisfaction, operational efficiency, and continuous improvement.

Key Responsibilities

• Own end-to-end service delivery across multiple support towers.
• Ensure contractual obligations, KPIs, SLAs are consistently achieved.
• Conduct Weekly, Monthly Service Reviews and Quarterly Business Reviews (QBRs).
• Monitor service performance and drive corrective actions for SLA deviations.
• Manage service risks, escalations, and customer concerns proactively.
• Act as the primary operational point of contact for stakeholders.
• Build trusted relationships with customer leadership teams.
• Present operational performance, service improvements, risks, and strategic initiatives.
• Ensure alignment between customer expectations and delivery outcomes.
• Review service health, backlog trends, ageing tickets, major incidents, and recurring issues.
• Ensure smooth coordination across Service Desk, Workplace, Infrastructure, SAP, Cloud, Security, and Application teams.
• Coordinate supplier and vendor performance management activities.
• Lead Continual Service Improvement (CSI) initiatives.
• Drive automation, standardisation, and operational optimisation programmes.
• Identify cost-saving opportunities and productivity improvements.
• Support budget management and resource planning.
• Track productivity gains and cost optimisation initiatives.Support contract governance, SOW management, and service expansion opportunities.
• Lead cross-functional delivery teams.
• Drive employee engagement, skill development, succession planning, and performance management.
• Foster a customer-centric and service-oriented culture.

Mandatory Skills: Delivery Management
.

Experience: 8-10 Years
.

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