service delivery manager

Information Services Group

<div><div><div>ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world&rsquo;s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.</div><div>
</div><b>
Role Summary</b></div><div>
</div><div>
The Senior Service Delivery Manager (SDM) is a critical leadership position with at least <b>15 + years</b>&rsquo; experience responsible for the successful end-to-end delivery of services to a key client or set of clients. This role serves as the executive client interface and single point of accountability for operational performance, contractual compliance, and overall client satisfaction. The SDM drives strategic planning, operational excellence, financial oversight (P&amp;L), and team performance to ensure high-quality, cost-effective service delivery to build long-term client partnerships.</div><div><b>
Key Responsibilities</b></div><div>
The responsibilities are categorized into three core areas: Service &amp; Operations Excellence, Governance Management, and Client centricity.</div><div><b>
I. Client &amp; Contract Management</b></div><ul><li>
Executive Client Interface: Act as the primary, senior point of contact for the customer, building and maintaining a strong, trusting, and long-term relationship.</li><li>
Contractual Oversight: Ensure all services are delivered in strict accordance with the SLAs, Key Performance Indicators (KPIs), and all terms of the master contract.</li><li>
Revenue/ Relationship Growth: Proactively identify opportunities for service expansion, value-add initiatives, and continuous improvement that enhance the client&rsquo;s business value year-over-year.</li><li>
Governance &amp; Reporting: Lead and Drive all formal governance meetings and business reviews. Prepare and present executive summary dashboards, performance reports, and strategic recommendations to both client and internal senior leadership.</li><li>
Issue Escalation: Manage and resolve complex, highly visible client escalations and critical service challenges effectively and promptly.</li></ul><div><b>
II. Operational &amp; Quality Excellence</b></div><ul><li>
Process Optimization: Oversee the organization and effective management of all operational aspects of service delivery. Implement and drive a culture of continuous process improvement (CPI), utilizing methodologies such as Six Sigma, Lean, or Kaizen.</li><li>
Risk Management: Identify, assess, and mitigate operational risks that could impact service delivery, quality, or contractual compliance.</li><li>
Quality &amp; Compliance: Ensure service delivery processes adhere to relevant industry standards, quality mandates (regulatory standards), and internal policies.</li><li>
Resource Allocation: Optimize the effective allocation and utilization of human, technical, and financial resources to meet varying service demands efficiently.</li><li>
Business Continuity: Maintain, test, and enforce robust business continuity and disaster recovery plans to ensure service resilience.</li></ul><div><b>
III. Manage P&amp;L
</b></div><ul><li><b>Profit &amp; Loss (P&amp;L) Accountability:</b> Assume full financial responsibility for the service contract, including budget management, cost containment, revenue forecasting, and driving account profitability.</li><li><b>
Thought Leadership:</b> Driving innovation and influencing industry trends through expert insights and strategic vision</li></ul><p></p><div><b>
Required Qualifications &amp; Experience</b></div><ul><li><b>
Experience</b> 15+ years of total professional experience, with at least 8 to 10 years specifically managing high-value, complex outsourcing or service contracts.</li><li><b>
Leadership Scope</b> Proven experience leading and managing a large-scale, multi-functional operational team</li><li><b>
Business Acumen</b> Demonstrated experience with P&amp;L responsibility, budget management.</li><li><b>
Service Frameworks</b> Strong knowledge of industry best practices and frameworks (ITIL) relevant to managing large service operations.</li><li><b>
Education</b> Minimum: Bachelor&rsquo;s degree in Business, Operations Management, or a related field. An MBA or Master&rsquo;s degree is highly preferred.</li><li><b>
Communication</b> Exceptional written and oral communication skills in English (and other required languages), with proven ability to present to C-level executives.</li><li><b>
Personal Attributes</b> Highly strategic, self-motivated, results-oriented leader with superior negotiation, organizational, and conflict resolution skills. Ability to adapt and thrive in complex, dynamic client environments.</li></ul></div>

Service Delivery Manager

VaporVM

<div><div><div><b>Date Posted:</b></div>
12 February, 2026</div>
<div><div><b>Industry:</b></div>
IT Services and IT Consulting</div>
<div><div><b>Location:</b></div>
VAPORVM IT SERVICES DMCC</div></div>
<br><div><h2 class="jobSectionHeader"><b>Job Description:</b></h2><br>
<p></p><div><h1 class="jobSectionHeader"><b>Service Delivery Manager</b></h1>
<h1 class="jobSectionHeader"><b>Telco Cybersecurity Operations</b></h1>
<h1 class="jobSectionHeader"><b>Role Purpose</b></h1>
<p>
The Service Delivery Manager (SDM) is accountable for the end-to-end delivery, stability, and continuous improvement of Telco Cybersecurity Operations, ensuring contractual, regulatory, and operational commitments are consistently met. This role acts as the primary operational interface between cybersecurity operations, network/NOC teams, vendors, and client stakeholders, ensuring SLAs, OLAs, and SLOs are achieved while protecting the integrity, independence, and operational effectiveness of the cybersecurity function.</p>
<h1 class="jobSectionHeader"><b>
Key Responsibilities</b></h1>
<h2 class="jobSectionHeader"><b>Service Delivery &amp; Operational Governance</b></h2>
<ul><li>Own and manage end-to-end service delivery for Telco Cybersecurity Operations (SOC, NOC-SOC integration, network security, infrastructure security).</li></ul>
<ul><li>Define, monitor, and enforce SLAs, OLAs, and SLOs across internal teams, partners, and third-party vendors.</li></ul>
<ul><li>Ensure service continuity, availability, and resilience across mission-critical telco environments (core, access, transport, IMS, MCX, IoT).</li></ul>
<ul><li>Chair and govern operational service reviews, including daily, weekly, and monthly service cadence.</li></ul>
<ul><li>Drive service improvement initiatives based on trend analysis, RCA, and operational KPIs.</li></ul><br>
<p></p>
<h2 class="jobSectionHeader"><b>
Stakeholder &amp; Client Management</b></h2>
<ul><li>Act as the single accountable operational owner for cybersecurity service delivery toward the customer.</li></ul>
<ul><li>Lead senior stakeholder engagement across technology, network, operations, and business teams.</li></ul>
<ul><li>Represent cybersecurity operations in cross-functional forums, ensuring security positions are clearly articulated, justified, and professionally defended using risk, impact, and service-assurance arguments.</li></ul>
<ul><li>Manage escalations calmly and authoritatively, balancing service availability, security posture, and contractual obligations.</li></ul>
<ul><li>Build strong, trusted relationships with client counterparts, including service owners, NOC heads, infrastructure leaders, and risk/compliance teams.</li></ul>
<h2 class="jobSectionHeader"><b>
SLA / OLA / SLO Management &amp; Reporting</b></h2>
<ul><li>Design, implement, and continuously refine service metrics and dashboards.</li></ul>
<ul><li>Ensure transparent and accurate SLA reporting, including breach analysis and remediation plans.</li></ul>
<ul><li>Translate technical service data into executive-level insights for senior management.</li></ul>
<ul><li>Drive corrective actions and service recovery plans when targets are at risk.</li></ul>
<ul><li>Lead service acceptance, transition, and stabilization for new services or platforms.</li></ul>
<h2 class="jobSectionHeader"><b>
Team Leadership &amp; People Management</b></h2>
<ul><li>Lead and manage large, multi-disciplinary operations teams, including SOC analysts, security engineers, NOC interfaces, and service coordinators.</li></ul>
<ul><li>Establish clear roles, RACI, shift models, and escalation paths.</li></ul>
<ul><li>Foster a culture of operational discipline, accountability, and continuous improvement.</li></ul>
<ul><li>Coach team leads and senior engineers on stakeholder communication, prioritization, and incident handling.</li></ul>
<ul><li>Ensure operational readiness through training, runbooks, and drills.</li></ul><br>
<p></p>
<h2 class="jobSectionHeader"><b>
Telco, NOC &amp; Security Operations Integration</b></h2>
<ul><li>Ensure seamless operational integration between SOC and NOC functions.</li></ul>
<ul><li>Oversee security monitoring across telco networks, core infrastructure, cloud platforms, and critical applications.</li></ul>
<ul><li>Coordinate incident handling across network, security, and IT domains.</li></ul>
<ul><li>Ensure incident, problem, and change management processes align with telco operational realities.</li></ul>
<ul><li>Support major incident management (MIM) and post-incident reviews.</li></ul>
<h2 class="jobSectionHeader"><b>
Risk, Compliance &amp; Service Assurance</b></h2>
<ul><li>Ensure cybersecurity services align with regulatory, contractual, and internal governance requirements.</li></ul>
<ul><li>Participate in audits, compliance reviews, and service assurance assessments.</li></ul>
<ul><li>Ensure service delivery models support high-availability and mission-critical environments.</li></ul>
<ul><li>Identify operational risks early and implement mitigation plans.</li></ul>
<h1 class="jobSectionHeader"><b>
Required Experience &amp; Qualifications</b></h1>
<h2 class="jobSectionHeader"><b>Experience</b></h2>
<ul><li>10+ years in service delivery, operations, or managed services roles within Telco, Critical Infrastructure, or Large Enterprise environments.</li></ul>
<ul><li>Strong hands-on experience managing SLA, OLA, and SLO-driven services.</li></ul>
<ul><li>Proven background in NOC operations, Telco networks, or large-scale infrastructure operations.</li></ul>
<ul><li>Demonstrated experience managing large operations teams (24&times;7 environments preferred).</li></ul>
<ul><li>Prior exposure to SOC / Cybersecurity Operations within telco or service provider environments.</li></ul>
<ul><li>Track record of managing complex stakeholders and high-pressure operational situations.</li></ul>
<h1 class="jobSectionHeader"><b>
Technical &amp; Domain Knowledge</b></h1>
<ul><li>Solid understanding of: Telco network architectures (core, access, transport)</li></ul>
<ul><li>NOC operations and tooling</li></ul>
<ul><li>SOC operations, incident management, and escalation models</li></ul>
<ul><li>Network and infrastructure security concepts</li></ul>
<ul><li>Familiarity with ITSM frameworks (ITIL or equivalent).</li></ul>
<ul><li>Comfortable engaging with engineers, architects, and executives alike.</li></ul>
<h1 class="jobSectionHeader"><b>
Leadership &amp; Behavioral Attributes</b></h1>
<ul><li>Strong executive presence with the ability to hold firm positions professionally and credibly.</li></ul>
<ul><li>Calm, structured, and decisive under pressure.</li></ul>
<ul><li>Excellent communication skills&mdash;both written and verbal.</li></ul>
<ul><li>Highly organized with strong governance and follow-through.</li></ul>
<ul><li>Able to balance security rigor with service availability and business priorities.</li></ul>
<h1 class="jobSectionHeader"><b>
Preferred / Nice to Have</b></h1>
<ul><li>Experience in mission-critical telco services (MCX, public safety, private LTE/5G).</li></ul>
<ul><li>Experience in multi-vendor, multi-technology environments.</li></ul>
<ul><li>Exposure to regulatory or national critical infrastructure environments.</li></ul>
<ul><li>Formal ITSM or service management certifications.</li></ul></div></div><p></p>

Amadeus

<div><div><div><div><div><div><div><div><p><b>Job Title</b></p></div></div></div></div></div></div></div>
Service Delivery Manager<div>
Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler&rsquo;s journey, from airlines to search engines, travel agencies to hotels, the world's top travel brands rely on Amadeus to help create exceptional traveler experiences.</div><div></div><div><div><div><div><div><div><div>
As a Service Delivery Manager, <b>you will have a chance to:</b></div><ul><li>
Be responsible for managing the delivery of contracted services such as maintenance and information technology to customers.</li><li>
Act as the main point of contact for both internal and external clients regarding overall and day-to-day service delivery. Ensure that SLAs (service level agreements) and KPIs (key performance indicators) defined in contracts are met or exceeded.</li><li>
Ensure that implementations and ongoing services are delivered on time and meet client requirements by monitoring project schedules, risks, scope of work, and budgets.</li><li>
Build and maintain positive client relationships and participate in client meetings to review performance and support client satisfaction.</li><li>
Support operational teams and service partners in understanding client needs and provide ongoing client advice and assistance.</li><li>
Promote the organization&rsquo;s capabilities to help secure contract extensions or additional business within accounts.</li><li>
Support contract renewals for support and maintenance services and explore opportunities to expand service offerings within the current customer base.</li><li>
Identify budget needs, monitor P&amp;L (costs, revenues, margin), and analyze variances between actuals and budgets.</li><li>
Oversee customer invoicing and payment milestones to ensure timely financial processing.</li><li>
The SDM will be required to meet customers at both Jeddah (JED) and Medina (MED) airports</li></ul><p></p><div><b>
About the ideal candidate:
</b></div><ul><li>Bachelor&rsquo;s degree in computer science, business administration, or a closely related discipline is desirable.</li><li>
ITIL certification or equivalent knowledge.</li><li>
Experience in incident management.</li><li>
Understanding of contract management and project management.</li><li>
Knowledge of financial management to administer budgets, schedules, and performance standards, helping to maintain and optimize delivery and service costs, as well as provide financial performance reports.</li><li>
Proficiency in English, both spoken and written.</li><li>
Communication skills with the ability to effectively connect and collaborate with both technical and non-technical stakeholders.</li><li>
The SDM will be required to meet customers at both Jeddah (JED) and Medina (MED) airports</li></ul><p></p><div><b>
What we can offer you</b></div><div>
 A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.</div><div>
 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.</div><div>
 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.</div><div>
 A caring environment &ndash; Amadeus fosters a caring environment that supports both professional growth and personal well-being.</div><div>
 A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits and health benefits.</div><div>
 A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.</div><div>
 A diverse, equitable, and inclusive community &ndash; We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.</div><div>
 A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.</div><div></div><div>
#LI-EMEA</div></div></div></div></div></div></div><p></p><p><b>
Diversity &amp; Inclusion</b></p><p></p><p>
Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.</p><p></p><p>
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.</p></div><p></p>

Concentrix

<p></p><div><p>Job Title:
</p>Service Delivery Manager
<p></p><p>Job Description
</p>We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
<br>
<br>
The global technology and services leader that powers the world&rsquo;s best brands, today and into the future. We&rsquo;re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we&rsquo;re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
<br>
<br>
The Concentrix Technical Products and Services team is the driving force behind Concentrix&rsquo;s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
<br>
<br>
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we&rsquo;re proud to be recognized with awards such as &quot;World's Best Workplaces,&quot; &ldquo;Best Companies for Career Growth,&rdquo; and &ldquo;Best Company Culture,&rdquo; year after year.
<br>
<br>
Join us and be part of this journey towards greater opportunities and brighter futures
<p><b>The Service Delivery Manager (SDM) </b>is responsible for driving client satisfaction, operational excellence, and team performance across customer engineering and support functions. Acting as the primary liaison between clients, internal teams, and stakeholders, the SDM ensures seamless delivery of services, alignment of technical execution with business objectives, and continuous improvement of processes. This role is both client-facing and operationally strategic, requiring strong relationship management, performance optimization, and leadership skills.
</p><p></p><p>The SDM embodies the Concentrix culture, modeling values and mentoring others to foster collaboration, accountability, and innovation.
</p><p></p><p><b>Key Responsibilities
</b></p><p><b>Client &amp; Stakeholder Engagement
</b></p><ul><li><p>Build strong client relationships and serve as the primary point of contact for assigned accounts.
</p></li><li><p>Manage client communications, ensuring timely resolution of concerns and effective conflict management.
</p></li><li><p>Lead client-facing meetings, including QBRs and monthly reviews, to communicate business needs, service outcomes, and improvement plans.
</p></li><li><p>Collaborate with stakeholders across HR, IT, Finance, and Compliance to ensure operational alignment and delivery excellence.
</p></li><li><p>Team &amp; Engineering Collaboration
</p></li><li><p>Partner with engineering teams and Cloud Solution Architects to align technical delivery with client requirements and business operations.
</p></li><li><p>Support workforce planning including onboarding, training, and professional development to build resilient, high-performing teams.
</p></li><li><p>Enable operational consistency across US and LATAM teams, ensuring technical excellence and scalability.
</p></li><li><p>Assist engineers in understanding client requirements and provide ongoing support post-onboarding.
</p></li></ul><p></p><p><b>Operational Excellence
</b></p><ul><li><p>Oversee business operations for customer support teams, ensuring seamless delivery and efficiency.
</p></li><li><p>Monitor and optimize KPIs, SLAs, and contractual obligations, consistently achieving or exceeding performance metrics.
</p></li><li><p>Drive operational reviews through daily stand-ups, weekly performance meetings, and executive reporting.
</p></li><li><p>Implement continuous improvement initiatives across workflows, escalation processes, and documentation.
</p></li><li><p>Manage risks and escalations proactively, ensuring timely resolution aligned with client expectations.
</p></li><li><p>Track and reduce costs while maintaining service quality and client satisfaction.
</p></li><li><p>Customer Satisfaction &amp; Culture
</p></li><li><p>Champion CSAT initiatives by seeking client feedback and developing action plans to improve satisfaction scores.
</p></li><li><p>Collaborate with teams to drive improvements in service delivery and customer experience.
</p></li><li><p>Model Concentrix culture by aligning actions and behaviors with organizational values.
</p></li><li><p>Mentor others to understand and embody the Concentrix culture.
</p></li></ul><p></p><p><b>Qualifications
</b></p><ul><li><p>Bachelor&rsquo;s degree in Business Administration, Operations Management, IT, or related field (preferred).
</p></li><li><p>5&ndash;7+ years of experience in service delivery, business operations, or project management within IT services or customer support environments.
</p></li><li><p>Proven expertise in KPI management, operational performance tracking, and business reporting.
</p></li><li><p>Strong communication skills (verbal and written), with fluency in English
</p></li><li><p>Excellent negotiation and presentation skills with the ability to influence at all organizational levels.
</p></li><li><p>Demonstrated leadership in managing large support or engineering teams and driving operational excellence.
</p></li><li><p>Experience collaborating with technical teams to align business operations with technical delivery.
</p></li><li><p>Proven ability to manage multiple client-focused projects in fast-paced, deadline-driven environments.
</p></li></ul><p></p><p>#WAH #WFH #LI-Remote
</p><p></p><p>Location:
</p>EGY Work-at-Home
<p></p><p>Language Requirements:
</p><p></p><p>Time Type:
</p>Full time
<p><b>If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the </b><b>Job Applicant Privacy Notice for California Residents</b></p></div><p></p>

91HR

<div>
 <p>
  <strong>
   Job Description
  </strong>
 </p>
 <p>
  <strong>
   Position: Service Delivery Manager
  </strong>
 </p>
 <p>
  <strong>
   Reporting To: General Manager
  </strong>
 </p>
 <p>
  <strong>
   Location: Doha, Qatar
  </strong>
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  <strong>
   Employment Type: Full-time
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Role Overview
  </strong>
 </p>
 <p>
  The Service Delivery Manager ensures the seamless delivery of IT services to clients while maintaining high
 </p>
 <p>
  standards of quality, efficiency, and customer satisfaction. This role acts as a bridge between clients, internal
 </p>
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  teams, and senior management, overseeing service operations, project delivery, and client relationships. The
 </p>
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  ideal candidate is proactive, customer-focused, and capable of leading teams and projects in a fast-paced,
 </p>
 <p>
  contracting IT environment. The role may require travel to client sites or project locations as needed and
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  flexibility to manage urgent escalations outside standard working hours.
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  <br/>
 </p>
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  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  Service Delivery &amp; Operations
 </p>
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   Oversee day-to-day delivery of IT services to clients, ensuring compliance with service level
 </p>
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  agreements (SLAs) and contractual obligations.
 </p>
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   Monitor service performance, including incident resolution, service requests, and operational metrics,
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  to maintain high-quality standards.
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   Implement and maintain IT service management (ITSM) processes and best practices to optimize
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  efficiency and effectiveness.
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   Manage service delivery teams, including allocation of resources, task prioritization, and workflow
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  coordination.
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   Ensure all service documentation, reports, and records are accurate and up to date.
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  <br/>
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  <strong>
   Client Relationship Management
  </strong>
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   Serve as the primary point of contact for clients regarding service delivery, escalations, and
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  performance reporting
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   Maintain strong, proactive relationships with client stakeholders to ensure expectations are met or
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  exceeded
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   Conduct regular client meetings, review performance, and address any concerns or service gaps
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  promptly
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   Provide guidance and strategic recommendations to clients on IT service improvements or
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  optimizations
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  <br/>
 </p>
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  <strong>
   Project &amp; Resource Management
  </strong>
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   Collaborate with project managers, technical teams, and operations to ensure timely and successful
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  service delivery
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   Manage staffing, schedules, and resource allocation to meet client requirements and deadlines
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   Identify skill gaps and coordinate training or development plans for team members
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   Track project progress, deliverables, and milestones, ensuring alignment with client expectations
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  Continuous Improvement &amp; Reporting
 </p>
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   Monitor KPIs, SLAs, and service metrics to identify trends and areas for improvement
 </p>
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   Drive process improvements to enhance service quality, operational efficiency, and customer
 </p>
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  satisfaction
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   Prepare and present regular service reports to clients and internal leadership, including performance
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  metrics, incident analysis, and recommendations
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   Ensure adherence to organizational policies, procedures, and IT governance standards
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  <br/>
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  <strong>
   Escalation &amp; Risk Management
  </strong>
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   Handle client escalations professionally and promptly, ensuring effective resolution and follow-up
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   Identify potential risks in service delivery and implement mitigation strategies
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   Collaborate with technical teams to proactively prevent recurring issues
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  <br/>
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  <strong>
   Qualifications &amp; Experience
  </strong>
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   Bachelor&rsquo;s degree in IT, Computer Science, Business Administration, or related field
 </p>
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   10 years in service delivery, client management, or IT operations in a contracting environment.
 </p>
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   ITIL and PMP Certification Preferred.
 </p>
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   Proven experience managing teams, client accounts, and service delivery processes
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   Strong communication, presentation, and interpersonal skills
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   Excellent problem-solving, analytical, and decision-making abilities
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  <strong>
   Skills &amp; Competencies
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   Exceptional organizational and time-management skills
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   Ability to lead, motivate, and manage technical teams
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   Customer-focused mindset with strong relationship-building skills
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   Proactive, adaptable, and solution-oriented
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   Ability to handle multiple projects and priorities simultaneously
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   High level of professionalism, integrity, and discretion
 </p>
</div>


Senior Service Delivery Manager

Capgemini

<div><div><div><p>Bangalore</p><div>
Run Service Delivery Manager</div><p>
</p></div></div><div></div><div><div><div><div><div><p>
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world&rsquo;s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&amp;D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.</p><div><div><div><div><b>
Your Role</b></div></div><div><div>
Total Experience:12-14 Years</div><div>
Location: Mumbai/Pune/Bangalore</div><div><ul><li><div>
Manage day‑to‑day service delivery operations ensuring stability, SLA adherence, and high service availability.</div></li><li><div>
Lead incident and problem management, including root‑cause analysis, PIRs, and preventive actions.</div></li><li><div>
Act as the primary escalation and communication point for customers and leadership.</div></li><li><div>
Govern service performance through KPIs, dashboards, reviews, and continuous improvement initiatives.</div></li><li><div>
Coordinate across cross‑functional teams and guide operational priorities, workload, and readiness.</div></li></ul></div></div></div><div><div><div><b>
Your Profile</b></div></div><div><ul><li><div>
Strong knowledge of ITIL processes (Incident, Problem, Change, Service Continuity).</div></li><li><div>
Ability to interpret SLAs/KPIs, analyze operational metrics, and drive performance improvements.</div></li><li><div>
Proficiency with service monitoring and ticketing platforms.</div></li><li><div>
Excellent communication, stakeholder management, and escalation handling skills.</div></li><li><div>
Strong analytical, reporting, decision‑making, and team‑coordination capabilities.</div></li></ul></div></div></div><p>
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.</p></div></div><div><div><div>
<div><div>Ref. code</div><div>
410967-en_GB</div></div><div><div>
Posted on</div><div>
20 Feb 2026</div></div><div><div>
Experience level</div><div>
Experienced Professionals</div></div><div><div>
Contract type</div><div>
Permanent</div></div><div><div>
Location</div><div>
Bangalore</div></div><div><div>
Business unit</div><div>
Other Delivery units</div></div><div><div>
Brand</div><div>
Capgemini</div></div><div><div>
Professional communities</div><div>
Delivery Excellence</div></div></div></div></div></div></div></div></div><p></p>

Run Service Delivery Manager

Creativelogicx

<p>Owns the delivery performance of services, ensuring SLA/KPI compliance, service governance, risk control, and client satisfaction. Acts as the operational bridge between clients, internal teams, and partners, driving excellence in IT service delivery across global accounts.</p><p><b>Responsibilities</b></p><p><b>1. Service Governance &amp; Client Engagement</b></p><ul><li>Lead Monthly/Quarterly Service Reviews with clients, presenting SLA dashboards, incident trends, and improvement plans.</li><li>Maintain governance frameworks for each account &mdash; ticket performance, resource utilization, risk registers, and service roadmaps.</li><li>Partner with Client Success Managers to ensure service performance aligns with client expectations.</li></ul><p><b>2. Operational Oversight</b></p><ul><li>Govern daily service delivery operations across accounts (Hands &amp; Feet dispatch, field services, infra rollouts, support).</li><li>Ensure SLA/KPI compliance across incidents, requests, and problem management.</li><li>Oversee knowledge base usage, playbooks, and escalation workflows.</li></ul><p><b>3. Escalation &amp; Risk Management</b></p><ul><li>Act as escalation bridge between client stakeholders, engineers, and internal finance/ops teams.</li><li>Lead incident reviews, drive root-cause analysis (RCA), and ensure corrective/preventive actions are implemented.</li><li>Proactively identify risks (capacity, resource, compliance) before they impact service delivery.</li></ul><p><b>4. Resource &amp; Vendor Coordination</b></p><ul><li>Coordinate resource allocation with internal teams and global partner networks.</li><li>Manage subcontractors/vendors for service delivery, ensuring compliance and SLA performance.</li><li>Balance resource load between steady-state delivery and project activities.</li></ul><p><b>5. Reporting &amp; Financial Alignment</b></p><ul><li>Provide structured reporting: weekly/monthly dashboards, SLA trends, cost vs budget, margin tracking.</li><li>Support commercial teams in identifying service improvement opportunities tied to renewals or expansions.</li><li>Monitor service profitability &mdash; utilization, field travel, penalties, and cost leakage.</li></ul><p><b>6. Continuous Service Improvement (CSI)</b></p><ul><li>Drive ongoing improvement initiatives &mdash; automation, process refinement, knowledge management.</li><li>Benchmark against industry best practices (ITIL, ISO, client requirements).</li><li>Promote a culture of proactive service delivery and operational excellence.</li></ul><p><b>REQUIREMENTS</b></p><p>(MUST HAVE /MANDATORY)</p><p>&middot; 8&ndash;10 years of experience in <b>IT service delivery governance</b>, with 5+ years in SLA-driven environments.</p><p>&middot; Proven record of managing enterprise client accounts across multiple regions.</p><p>&middot; Strong knowledge of ITIL processes (incident, problem, change, request).</p><p>&middot; Demonstrated capability in escalation management and RCA/SIP.</p><p>&middot; Excellent communication and client-facing presentation skills.</p><p>&middot; Ability to coordinate cross-functional and multi-vendor teams</p><p><b>REQUIREMENTS</b></p><p>(NICE TO HAVE / PREFFERED)</p><p>&middot; ITIL Intermediate/Expert certification.</p><p>&middot; Experience with enterprise ITSM platforms (ServiceNow, Remedy, Jira Service Management).</p><p>&middot; Familiarity with dispatch/field engineering models and global subcontractor networks.</p><p>&middot; Financial acumen &mdash; understanding of cost, margin, and commercial levers.</p><p>&middot; Prior experience with global IT services/consulting companies.</p><p>Job Type: Full-time</p><p>Work Location: In person</p>

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