Service Delivery Manager

Aionos; Pune District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Aionos in Pune (Magarpatta) seeks an experienced Service Delivery Manager to oversee end-to-end service delivery, SLA/KPI governance, release planning, and deployment management across multi-domain infrastructure environments.

You will be the primary escalation point for operational and commercial matters, ensuring seamless release execution, change governance, and stakeholder management while leading CAB discussions and continuous service improvement initiatives.

Qualifications

• Experience with ITIL v4 processes including Incident, Problem, Change, Release and Deployment management.
• Proven ability in SLA/KPI governance, reporting and service governance.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Release and deployment management across OS, DB, Network, Storage, Middleware and Batch environments.

Responsibilities

• Own overall service delivery, SLA/KPI performance, and governance across infrastructure domains.
• Manage major incidents, escalations, and customer communications.
• Oversee release calendars, deployment planning, and cross-domain coordination.
• Lead CAB discussions and facilitate go/no-go decisions.
• Ensure rollback planning, deployment validation, and post-release sign-off.
• Drive continuous service improvement and performance reviews.
• Produce governance reports and maintain relationships with stakeholders.

Skills

ITIL v4 processes

SLA/KPI management

Stakeholder management

Vendor management

Leadership

Tools

ServiceNow

Job description

• Role : Service Delivery Manager
  Experience: 8-10 years in IT Operations, with experience in Service Delivery Management
• Location: Magarpatta, Pune
• Work Mode: 5 Days Working from Client Location (Mandatory)

Role Summary:

We are seeking an experienced Service Delivery Manager to oversee end-to-end service delivery, SLA/KPI governance, release planning, and deployment management across multi-domain infrastructure environments. The role will act as the primary escalation point for operational and commercial matters, while ensuring seamless release execution, change governance, and stakeholder management.

Key Responsibilities:

• Own overall service delivery, SLA/KPI performance, and governance across infrastructure domains.
• Manage major incidents, escalations, and customer communications.
• Oversee release calendars, deployment planning, and cross-domain coordination.
• Lead Change Advisory Board (CAB) discussions and facilitate go/no-go decisions.
• Ensure rollback planning, deployment validation, and post-release sign-off.
• Drive continuous service improvement initiatives and contract/service performance reviews.
• Produce governance reports and maintain strong relationships with internal and external stakeholders.

Required Skills & Experience:

• Strong knowledge of ITIL v4 processes, including Incident, Problem, Change, Request, Release, and Deployment Management.
• Experience with ServiceNow or similar ITSM platforms.
• Expertise in SLA/KPI management, service governance, and performance reporting.
• Release and deployment management across OS, Database, Network, Storage, Middleware, and Batch environments.
• Experience managing vendors, escalations, and cross-functional teams.
• Strong commercial, stakeholder, and risk management skills.

Certifications

Mandatory

• ITIL v4 Foundation

Preferred

• ITIL v4 Managing Professional / Create, Deliver & Support (CDS)
• PMP or PRINCE2
• ServiceNow CSA
• Change Management Certification

Soft Skills

• Excellent stakeholder and executive-level communication.
• Strong leadership during critical incidents and high-pressure situations.
• Highly organized, proactive, and collaborative.
• Strong decision-making, negotiation, and problem-solving abilities.