Service Delivery Manager/Technical Account Manager

SHI Solutions India Pvt. Ltd.; Hyderabad; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

SHI Solutions India Pvt. Ltd. in Hyderabad is seeking an experienced Operations Manager to oversee 24x7 shift-based delivery and lead a team of engineers and support staff.

You will ensure manpower coverage, supervise task assignment, monitor KPIs, and drive efficient service delivery across on-prem and cloud environments. The role requires hands-on ITIL/ITSM knowledge, strong leadership, and ability to coordinate with offshore and onsite stakeholders while maintaining compliance, records, and

Qualifications

• Experience in managing operations and teams in a 24x7 support environment.
• Proven ability to meet targets, KPIs, and service levels.
• Strong customer service orientation and complaint resolution skills.
• Knowledge of ITIL/ITSM frameworks is preferred.
• Experience with offshore and onsite coordination.

Responsibilities

• Oversee shift-based operations and manpower across teams.
• Monitor KPIs, finances, and records during shifts.
• Escalate and resolve issues with MSP customer complaints.
• Coordinate with offshore and onsite stakeholders.
• Ensure policy compliance and safe work practices.
• Review timesheets and publish weekly/monthly reports.

Skills

Team Supervision and Leadership

Assigning Tasks and Delegating Duties

Guidance, Motivation, and Training

Operational Targets and KPIs

Monitoring Activities & Workflow

Cross-Department Coordination

Customer Service Standards

Escalation Handling

MSP Complaint Resolution

Policy & Regulatory Compliance

Safe & Compliant Work Practices

Shift Records & Reports

Shift Handover & Communication

Timesheet Review

Weekly/Monthly Reporting & Metrics

Offshore & Onsite Stakeholder Coord.

Job description

Work Environment: 24x7 Operations Support

Overview:

Oversee the operations of the business during a specific time or work shift. Manage employees assigned to a particular shift and ensure they are working on their specific tasks. Ensure required manpower is met. Responsible for monitoring sales, balancing finances, maintaining records, and responding to challenges during the shift.

Key Responsibilities:

Operational & Team Management

• Team Supervision and Leadership
• Assigning Tasks and Delegating Duties Effectively
• Providing Guidance, Motivation, and Training
• Ensuring Operational Targets and KPIs Are Met
• Monitoring Daily Activities and Adjusting Workflows as Needed
• Coordinating with Different Departments for Smooth Operations
• Ensuring High Standards of Customer Service Are Maintained
• Handling Escalated Situations
• Addressing MSP Customer Complaints and Resolving Issues in a Timely Manner
• Ensuring Compliance with Company Policies and Regulations
• Monitoring Work Practices to Maintain a Safe and Compliant Environment
• Maintaining Shift Records, Logs, and Reports
• Communicating Shift Performance and Issues to Upper Management and Ensuring Shift Handover Compliance
• Review and Approve Timesheets
• Weekly and Monthly Review Calls, Publishing Reports and Metrics
• Coordination with Offshore and Onsite Stakeholders

Delivery & Operations Excellence

• Governance of Delivery Processes and Standards
• Risk and Issue Identification, Tracking, and Mitigation
• Escalation Management and Resolution
• Performance Management, Career Lattice Planning, and Scorecard Reviews
• Defining and Monitoring KRAs and SLAs
• Application of ITIL & ITSM Frameworks
• Driving Delivery Excellence through Continuous Improvement Initiatives

Technical Delivery Expertise

• Proven experience in Infrastructure Delivery/Operations across On-Premises and Cloud Environments
• Hands-on expertise in at least one core technology area:
• Amazon Web Services (AWS)
• Microsoft 365 (M365)
• Networking
• Database Management
• Ability to lead technical teams and drive resolution of complex infrastructure issues
• Strong understanding of service delivery models, automation, and cloud migration strategies
• Collaboration with architecture and engineering teams to ensure scalable and secure infrastructure solutions