Service Delivery Manager (SDM) - CAD vPDM Support

Agile Technology; Pune District, Bengaluru; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

Agile Technology is seeking a seasoned Service Delivery Manager (CAD vPDM) to lead end-to-end service support for engineering applications across regions. The role emphasizes governance, SLA performance, and stakeholder engagement for CAD/PLM environments.

You will oversee the L1/L2 teams, drive service health metrics, and coordinate global escalation management. A strong background in CATIA V5/V6, ENOVIA and 3DEXPERIENCE is essential for success.

Qualifications

• Senior ITIL and managed-service experience.
• Proven people management for global support teams.
• Strong governance of global application support.
• Expertise in CATIA V5/V6, ENOVIA and 3DEXPERIENCE.
• Experience with ServiceNow reporting and executive communication.

Responsibilities

• Own SLA, KPI, risk and capacity reviews for the CAD/PLM support service.
• Coordinate follow-the-sun support coverage and manage cross-region escalations.
• Chair operational, strategic and steering forums with business and IT stakeholders.
• Approve go-live readiness and stabilization exit for new releases and rollouts.
• Lead and develop the L1/L2 application support team.
• Drive service reporting through ServiceNow and communicate service health to senior leadership.

Skills

ITIL service management

Managed-service leadership

People management

Global governance

ITSM & SLA

ServiceNow reporting

CATIA V5/V6

ENOVIA

3DEXPERIENCE

CAD/PLM landscape

L1/L2 support

Education

Bachelor's or Master's in Computer Science / Computer Engineering

Tools

ServiceNow

CATIA V5/V6

ENOVIA & 3DEXPERIENCE

Job description

Job Summary

Service Delivery Manager (SDM) - CAD vPDM Support Role snapshot
Experience: 15-20 years
Location: Pune / Bangalore
Domain: CAD / PLM - catia v5/v6, enovia, 3dexperience

Role overview

We are looking for a Service Delivery Manager to join the CAD vPDM support team. You will lead and own end-to-end service support, stakeholder governance and SLA performance for engineering applications used by teams across regions.

Responsibilities

• Own SLA, KPI, risk, commercial and capacity reviews for the CAD/PLM support service.
• Coordinate follow-the-sun support coverage and manage cross-region escalations.
• Chair operational, strategic and steering forums with business and IT stakeholders.
• Approve go-live readiness and stabilization exit for new releases and rollouts.
• Lead and develop the L1/L2 application support team.
• Drive service reporting through ServiceNow and communicate service health to senior leadership.

Requirements

• ITIL service management and managed-service leadership
• People management, with experience leading a support project
• Global application support governance
• ITSM, SLA and governance experience
• ServiceNow reporting and executive communication
• Domain expertise and extensive experience in CATIA V5/V6, ENOVIA and 3DEXPERIENCE
• Working knowledge of CAD/PLM service landscapes
• Application support, L1/L2

Nice to have

• Prior work in the automotive industry

Education

Bachelors or Masters degree in Computer Science / Computer Engineering.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.