Service Delivery Manager

Role Overview

The
Service Delivery Manager (SDM)
will manage and continuously improve managed services across customer environments — ensuring reliability, performance, and scalability of applications and platforms. This includes both
Run (Keep the Lights On)
operations and
Change (Enhancements and Engineering)
initiatives. The SDM will manage cross-functional teams across
SaaS platforms, Azure, Integrations, and Infrastructure
, using ITIL-aligned frameworks and AI-driven insights to deliver superior service quality.

The SDM will also engage in
presales and account mining
, identifying opportunities for service improvement, optimization, and business growth within existing accounts.

Key Responsibilities

• Oversee
  day-to-day service operations
  , ensuring SLA adherence, uptime, and customer satisfaction.
• Manage
  enhancements, upgrades, and engineering services
  for customer platforms.
• Lead teams across
  Azure cloud, SaaS applications, integrations, and infrastructure
  .
• Govern all ITIL-based processes:
  Incident, Problem, Change, Release, and Configuration Management
  .
• Conduct
  service reviews, governance meetings, and performance reporting
  with customer stakeholders.
• Implement
  automation, AI, and analytics tools
  for proactive incident prevention and service optimization.
• Collaborate with project delivery and architecture teams for
  smooth project-to-operations transitions
  .
• Drive
  continuous service improvement (CSI)
  and efficiency initiatives across customers.
• Support
  presales and proposal development
  for managed services and operations engagements.
• Contribute to
  account mining and growth
  through operational insights, automation proposals, and performance excellence.
• Mentor technical leads and engineers to build a robust service delivery culture.

Core Tools and Platforms

Service Management & ITIL

• ServiceNow ITSM/ITOM
  ,
  BMC Helix
  ,
  Jira Service Management
  ,
  Freshservice
  ,
  ManageEngine ServiceDesk Plus
  ,
  Cherwell
  ,
  SolarWinds Service Desk

Monitoring, Observability & Automation

• Azure Monitor
  ,
  Application Insights
  ,
  Log Analytics
  ,
  Grafana
  ,
  Dynatrace
  ,
  Datadog
  ,
  New Relic
  ,
  PRTG
  ,
  Splunk ITSI
  ,
  LogicMonitor
  ,
  Zabbix
• Automation tools
  :
  Power Automate
  ,
  Azure Automation
  ,
  Ansible
  ,
  Terraform
  ,
  Bicep
  ,
  AI Ops

Cloud, Integration & Platform

• Microsoft Azure (IaaS, PaaS, Security Center)
• Azure DevOps
  ,
  GitHub Actions
  ,
  Bitbucket Pipelines
• Integration Platforms
  :
  MuleSoft
  ,
  Boomi
  ,
  Azure Integration Services
  ,
  Informatica iPaaS
• SaaS Platforms
  :
  Salesforce
  ,
  ServiceNow
  ,
  Dynamics 365
  ,
  Workday
  ,
  Atlassian Suite

Analytics & AI

• Power BI
  ,
  Tableau
  ,
  Grafana
  ,
  Excel Advanced
• AI tools
  :
  Microsoft 365 Copilot
  ,
  Dynatrace Davis AI
  ,
  ServiceNow Predictive Intelligence
  ,
  ChatGPT Enterprise

Collaboration & Knowledge

• Microsoft Teams
  ,
  SharePoint
  ,
  Confluence
  ,
  Miro
  ,
  Lucidchart

Required Skills and Experience

• 10+ years of experience in
  Service Delivery or Managed Services
  within consulting or enterprise environments.
• Strong background in
  cloud, SaaS, integration, and infrastructure operations
  .
• In-depth understanding of
  ITIL frameworks
  and proven process implementation experience.
• Strong leadership across multi-disciplinary, global delivery teams.
• Familiarity with
  automation, monitoring, and AI-driven service management
  .
• Excellent communication and stakeholder management skills.
• Certifications
  : ITIL Foundation/Intermediate; Microsoft Azure Administrator or Architect preferred.

Key Attributes

• Customer-centric, analytical, and proactive.
• Capable of balancing strategic leadership with operational detail.
• Focused on
  continuous improvement and automation
  .
• Skilled in cross-functional collaboration and technical governance.
• Commercially aware with a focus on account growth and retention.