Service Delivery Manager

Service Delivery Project Manager TECEZE Chennai, Tamil Nadu, India (On-site) Job title: ITSM - Service Delivery Manager Location: Chennai Key Roles & Responsibilities: Service Delivery & StakeHolder management Act as the primary point of contact for clients regarding service performance. Conduct governance meetings to review metrics and align IT services with business goals. Manage client expectations and ensure satisfaction.

Manage incidents, service requests, problems, and changes through ITSM tools (e.g., ServiceNow, FreshService, Jira). Ensure services are delivered within defined SLAs and KPIs . Maintain operational excellence across service desk and onsite support teams.

Resource & Performance Management Provide leadership, coaching, and mentoring to delivery teams. Ensure resource planning, workload distribution, and capability development. Promote a culture of accountability, collaboration, and continuous learning.

Track performance metrics and implement improvements. Continuous Improvement & Governance Identify opportunities to streamline processes, automate tasks, and improve efficiency Drive service transformation initiatives and implement industry best practices Participate in strategic planning for process optimization and service maturity. Ensure compliance with organizational policies and audits.

Collaborate with SDMs/PMs to provide deeper project insights. Drive ITIL/ITSM best practices for continuous improvement. The candidate should have 10+ years of experience in managing and Orchestrating Service Delivery with a strong programme management track record and demonstrated profitability, offshoring and bringing automation/ Gen AI adoption with current ITSM tools and technologies.

Managing Service Delivery projects across various domain based application development and support. Strong customer orientation and drive offshore & onshore collaboration, decision making, problem solving, communication and presentation skills. Very good judgement skills and ability to shape compelling solutions and solve unstructured problems with assumptions Very good collaboration skills and ability to interact with multi-cultural and multi-functional teams spread across geographies Strong executive presence and entrepreneurial spirit Drive service transformation initiatives and implement industry best practices Drive ITIL/ITSM best practices for continuous improvement.

Should be an ITIL V3/V4 certified candidate