Service Delivery Manager

Protiviti India; Mumbai; On-site; INR 2,000,000 - 3,600,000; Full time

Job summary

Protiviti India is seeking a Service Delivery Manager to oversee day-to-day service delivery across application support, infrastructure, platform, and service desk operations in Mumbai. The role focuses on meeting SLAs, managing incidents, and maintaining strong client relationships.

You will lead governance reviews, coordinate major incidents, and drive continuous improvement through automation and process optimization. Strong ITIL knowledge and experience with ITSM tools are essential.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or a related discipline.
• 1012 years of overall IT experience, including significant managed services or AMS experience.
• Proven experience in SLA-driven service delivery and customer-facing operational management.
• Strong understanding of ITIL processes: Incident, Problem, Change, Request, Knowledge, and Service Level Management.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Helix, or equivalent.
• Experience managing L2/L3 teams, operational escalations, major incidents, and vendor dependencies.
• Strong reporting, analytical, stakeholder management, communication, and leadership skills.
• Experience in transition management, governance forums, audit readiness, and service improvement initiatives.

Responsibilities

• Serve as the primary Service Delivery Manager across application support, infrastructure, platform, and service desk operations.
• Monitor and improve SLA achievement, response times, and service performance.
• Act as the main operational contact for the client and manage expectations and satisfaction.
• Conduct daily, weekly, monthly, and quarterly governance and review meetings.
• Coordinate major incidents, escalations, RCA, corrective actions, and preventive measures.
• Plan staffing, shifts, leave backups, and resource deployment per contracts.
• Track delivery costs, resource usage, scope, changes, and billing risks.
• Ensure information security, access controls, audit readiness, and regulatory compliance.
• Identify opportunities for automation, process optimization, and quality improvements.
• Manage service transition, knowledge transfer, runbooks, and operational readiness.
• Publish SLA dashboards, service performance reports, incident trends, and risk trackers.
• Coordinate with OEMs, third-party vendors, internal teams, and client stakeholders to resolve dependencies.

Skills

Service delivery management

ITIL processes

ITSM tools

Stakeholder management

Leadership

Incident & Escalation Management

Transition management

Governance & Reviews

Vendor coordination

Root cause analysis

Education

Bachelor's degree in Computer Science/ IT/ Engineering

Tools

ServiceNow

Jira Service Management

BMC Helix

Job description

Key roles and responsibilities

• 1 Service Delivery Management
  Manage day-to-day service delivery across application support, infrastructure, platform, and service desk operations as applicable.
• 2 SLA & KPI Management
  Monitor SLA achievement, response and resolution times, ticket backlog, availability, recurring breaches, and service performance.
• 3 Client Relationship Management
  Act as the primary operational contact for the client and manage expectations, feedback, escalations, and service satisfaction.
• 4 Governance & Reviews
  Conduct daily operational reviews, weekly service reviews, monthly service review meetings, and quarterly business reviews as required.
• 5 Incident & Escalation Management
  Coordinate major incidents, critical escalations, root cause analysis, corrective actions, and preventive measures.
• 6 Resource Management
  Plan staffing, shift coverage, leave backups, utilization, skill requirements, and resource deployment in line with contractual commitments.
• 7 Financial & Contract Management
  Track service delivery costs, resource utilization, contractual scope, change requests, billing inputs, and commercial risks.
• 8 Risk & Compliance Management
  Ensure adherence to information security, access controls, audit requirements, regulatory obligations, and client policies.
• 9 Continuous Improvement
  Identify opportunities for automation, process optimization, ticket reduction, productivity improvements, and service quality enhancement.
• 10 Transition & Knowledge Management
  Manage service transition, knowledge transfer, documentation, runbooks, operational readiness, and transition to steady-state support.
• 11 Reporting & Analytics
  Publish SLA dashboards, service performance reports, incident trends, capacity reports, risk registers, and action trackers.
• 12 Vendor & Stakeholder Management
  Coordinate with OEMs, third-party vendors, internal technical teams, and client stakeholders to resolve operational dependencies.

Required skills and qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or a related discipline.
• 1012 years of overall IT experience, including significant managed services or AMS experience.
• Proven experience in SLA-driven service delivery and customer-facing operational management.
• Strong understanding of ITIL processes: Incident, Problem, Change, Request, Knowledge, and Service Level Management.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Helix, or equivalent.
• Experience managing L2/L3 teams, operational escalations, major incidents, and vendor dependencies.
• Strong reporting, analytical, stakeholder management, communication, and leadership skills.
• Experience in transition management, governance forums, audit readiness, and service improvement initiatives.

Preferred certifications: ITIL 4 Foundation or higher, PMP/PRINCE2, and relevant cloud or technology certifications depending on the service scope