service delivery manager

Finastra

<div><h1 class="jobSectionHeader"><b>Who are we?<br>
</b></h1><p><br>
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
</p><p></p><h3 class="jobSectionHeader"><b>What will you contribute?
</b></h3><p></p><h3 class="jobSectionHeader"><b>Reporting to the IT Client Delivery Manager, the IT Service Delivery Manager is the key interface between Finastra internal Business contacts on one side and the Technology organization on the other side, contributing to the overall delivery of technology and services to ensure a world class customer experience.
</b></h3><h3 class="jobSectionHeader"><b>As a member of the Service Delivery team for the respective LOBs, you will be responsible for the day-to-day service commitments, overall satisfaction of the business and its Clients, service level performance, enablement of IT business partners in line with IT policies and best practice and proactive management of IT service impacting issues impacting the respective LOBs.
</b></h3><h3 class="jobSectionHeader"><b>The Service Delivery Manager role provides insight to the business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of service delivery related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to client Service Level Agreements and will help to establish, grow and nurture the customer-centric culture throughout the IT teams.
</b></h3><h3 class="jobSectionHeader"><b>Responsibilities &amp; Deliverables:
</b></h3><h3 class="jobSectionHeader"><b>Your deliverables as a Service Delivery Manager will include, but are not limited to, the following:
</b></h3><ul><li><h3 class="jobSectionHeader"><b>Develop and nurture relationships and continue to build trusted relationships with business facing functions outside of IT organisation via regular monthly meetings and timely, quality communication.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Respond to, assess and action Client escalations in a timely manner. Follow up on post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed to production as required.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Provide regular Product health and availability reports and establish, manage and leverage relationships in order to facilitate emergency maintenance &amp;/or changes that require client testing/communication/changes.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Initiate / drive projects towards cost savings + revenue growth and the product roadmap for your respective LOB&rsquo;s.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Improve Customer experience by ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Work to ensure timely service restoration and problem resolution of complex and/or high impact incidents, minimize the adverse impact to our customers, and provide communications on root cause and service improvement plans and ongoing updates where required.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Understand and explain project expectations through Transition to Support activities for new initiatives and ensure proper oversights of ongoing Operations via LOB health dashboards
</b></h3></li><li><h3 class="jobSectionHeader"><b>Operationalize risk register including tracking and governance.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Continually Improve the overall Service Level Management Process
</b></h3></li><li><h3 class="jobSectionHeader"><b>Continually look at ways to improve the overall customer experience
</b></h3></li><li><h3 class="jobSectionHeader"><b>Be an advocate for both the Business and the IT organization, ensuring alignment across organizational boundaries
</b></h3></li><li><h3 class="jobSectionHeader"><b>Bring Business knowledge into the IT organization; broadening business knowledge.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Work with other ITSM process areas to ensure processes and workflows align with business requirements.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Single point of contact for business.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Trend analysis in incidents and drive for an improved customer experience
</b></h3></li><li><h3 class="jobSectionHeader"><b>An active facilitator between different functions and business units driving improved service stability and ensuring a smooth transition to operations.
</b></h3></li><li><h3 class="jobSectionHeader"><b>SDM performance will be measured against such KPIs as completion of regular Service Reviews with business, project risk detection and remediation through effective Transition-to- assessment and Major Incident Business communication is timely and consumable by the business.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Generate regular reports, analyze and identify trends for process improvement as required
</b></h3></li></ul><h3 class="jobSectionHeader"><b>Required Experience:
</b></h3><ul><li><h3 class="jobSectionHeader"><b>University degree/College diploma in related field
</b></h3></li><li><h3 class="jobSectionHeader"><b>Demonstrated understanding of ITIL methodologies, ITIL&reg; v3 or v4 Certification desirable
</b></h3></li><li><h3 class="jobSectionHeader"><b>Demonstrate evidence of influencing positive change within a Service Management environment
</b></h3></li><li><h3 class="jobSectionHeader"><b>Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service
</b></h3></li><li><h3 class="jobSectionHeader"><b>Solid relationship management and performance management skills.
</b></h3></li><li><h3 class="jobSectionHeader"><b>An ability to handle conflict/difficult situations in a fast-paced dynamic environment.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Superior knowledge of the Incident Management, Major Incident &amp; Communication Processes.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high pressure, dynamic, real time environment.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Strong problem-solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Demonstrated high level of personal motivation and a strong commitment to customer service.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Demonstrated ability to manage and develop key relationships, especially across LOB, Technical teams and customer.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Ability to hold technical discussions with customer and internal teams.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences
</b></h3></li><li><h3 class="jobSectionHeader"><b>Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Proven ability to perform and manage priorities within a consistent high-pressure, complex environment.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff / providers and in summary with senior management.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Ability to clearly and concisely express information, ideas and or concepts in writing and be able to present information effectively to a wide range of audience using a variety of communication means.
</b></h3></li><li><h3 class="jobSectionHeader"><b>Strong data lead mindset and reporting skills, hands on experience with ServiceNow dashboards, other reporting tools and PowerBI
</b></h3></li><li><h3 class="jobSectionHeader"><b>Deep understanding of ServiceNow CMDB &ndash; demonstrated experience of utilizing CMDB and contributing to its quality
</b></h3></li><li><h3 class="jobSectionHeader"><b>Scrum Master experience, knowledge of agile delivery methodologies - preferred
</b></h3></li><li><h3 class="jobSectionHeader"><b>Available 7/24 for escalations
</b></h3></li></ul><p></p><p>We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:<br>
</p><p></p><br>
<p>&middot; <b>Flexibility: </b>Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
</p><p>&middot; <b>Well-being: </b>Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
</p><p>&middot; Medical, life &amp; disability insurance, retirement plan, lifestyle and other benefits*
</p><p>&middot; <b>ESG: </b>Benefit from paid time off for volunteering and donation matching.
</p><p>&middot; <b>DEI: </b>Participate in multiple DE&amp;I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
</p><p>&middot; <b>Career Development: </b>Access online learning and accredited courses through our Skills &amp; Career Navigator tool.
</p><p>&middot; <b>Recognition </b>: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.<br>
</p><div><br>
<ul><li>Specific benefits may vary by location.
</li></ul></div><p></p><p>At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
</p><p></p><p>Be unique, be exceptional, and help us make a difference at Finastra!</p></div>

Service Delivery Manager

Creativelogicx

<p><b>Core Purpose: </b></p><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>

Capgemini Engineering

<div><p>Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you&rsquo;d like, where you&rsquo;ll be supported and inspired by a collaborative community of colleagues around the world, and where you&rsquo;ll be able to reimagine what&rsquo;s possible. Join us and help the world&rsquo;s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.</p><div><div><div><div><b>
Your Role</b></div></div><div><div><b>
Job Summary: </b>We are looking for a <b>Techno-Functional SAP Service Delivery Manager</b> with expertise in SAP, ERP, and related technologies. This role involves managing complex programs, driving operational excellence, and leading multiple Scrum teams to deliver high-value business solutions.</div><div><b>
Total Experience:</b> 12-16 Years Only</div><div><b>
Location:</b> Mumbai and Bangalore</div><div>
</div><div><b>Key Responsibilities</b></div><div><div><ul><li><b>
Program &amp; Project Leadership</b> &ndash; Lead SAP/ERP programs, manage budgets, P&amp;L, risks, and ensure timely delivery of high-value business solutions.</li><li><b>
Agile Delivery &amp; Team Management</b> &ndash; Oversee multiple Scrum teams, implement Agile/Scrum methodologies, and mentor team members.</li><li><b>
Risk &amp; Issue Management</b> &ndash; Identify planning gaps, manage dependencies, and implement mitigation strategies proactively.</li><li><b>
Client &amp; Stakeholder Engagement</b> &ndash; Champion business cases for change, negotiate statements of work, and maintain strong client relationships.</li><li><b>
Process Optimization &amp; Automation</b> &ndash; Drive operational improvements through rigorous processes, tools, automation, and transformation initiatives.</li></ul></div></div></div></div><div><div><div><b>
Your Profile</b></div></div><div><div><ul><li><b>
Techno-Functional Expertise</b> &ndash; Strong knowledge in SAP, ERP, Custom Software, or Oracle.</li><li><b>
Agile &amp; Scrum Proficiency</b> &ndash; Scrum Master certification required; PMP desired.</li><li><b>
Leadership &amp; Communication</b> &ndash; Proven ability to lead teams, mentor, and engage with executive-level stakeholders.</li><li><b>
Analytical &amp; Problem-Solving Skills</b> &ndash; Ability to manage risks, resolve issues, and drive operational excellence.</li><li><b>
Tool Knowledge</b> &ndash; Familiarity with MS Project, Excel, PowerPoint, JIRA, and ServiceNow.</li></ul></div></div></div></div><p>
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of &euro;22.1 billion.<br>
Make it real | www.capgemini.com</p></div>
<br><div><div><div><div>Ref. code</div><div>
308278-en_GB</div></div><div><div>
Posted on</div><div>
03 Dec 2025</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><p></p>

SAP-Service Delivery Manager

Keeta

<div>
 <p>
  We&rsquo;re Hiring: Customer Service Delivery Manager
 </p>
 <p>
  <br/>
 </p>
 <p>
  Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong , Saudi Arabia, Qatar, Kuwait and UAE.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Are you a strategic leader with a passion for delivering top-tier customer experiences? Do you have the expertise to drive performance across both in-house and Business Process Outsourcing (BPO) teams while ensuring quality at every touchpoint? If so, we want to hear from you!
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Do
  </strong>
 </p>
 <ul>
  <li>
   Overseeing service delivery for both BPO and in-house teams
  </li>
  <li>
   Managing client relationships and ensuring SLAs are met
  </li>
  <li>
   Driving performance, quality, and efficiency across all customer service channels
  </li>
  <li>
   Implementing and optimizing customer service technologies and processes
  </li>
  <li>
   Leading, mentoring, and developing high-performing teams
  </li>
  <li>
   Analyzing customer interaction data to identify trends and opportunities for improvement
  </li>
  <li>
   Managing vendor relationships and ensuring seamless service delivery
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Keeta?
  </strong>
 </p>
 <ul>
  <li>
   Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
  </li>
  <li>
   Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
  </li>
  <li>
   Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What We&rsquo;re Looking For
  </strong>
 </p>
 <ul>
  <li>
   5+ years of experience in customer service management (multi-channel preferred)
  </li>
  <li>
   Proven expertise in managing both in-house and outsourced teams
  </li>
  <li>
   Strong leadership, problem-solving, and decision-making skills
  </li>
  <li>
   Proficiency in customer service technologies, CRM systems &amp; COPC standards
  </li>
  <li>
   Experience in budget management, data analysis &amp; performance reporting
  </li>
  <li>
   Ability to thrive in a fast-paced, dynamic environment
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  📍
  <strong>
   Location: Oman
  </strong>
 </p>
 <p>
  💡 If you&rsquo;re ready to take on a role that makes a real impact on customer satisfaction and loyalty, apply now and be part of a team that&rsquo;s redefining service excellence!
 </p>
</div>


Customer Service Delivery Manager

<div>
 <p>
  🚀 We&rsquo;re Hiring: Customer Service Delivery Manager 🚀
 </p>
 <p>
  <br/>
 </p>
 <p>
  Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia and now in Brazil.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Are you a strategic leader with a passion for delivering top-tier customer experiences? Do you have the expertise to drive performance across both in-house and Business Process Outsourcing (BPO) teams while ensuring quality at every touchpoint? If so, we want to hear from you!
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Do
  </strong>
 </p>
 <ul>
  <li>
   Overseeing service delivery for both BPO and in-house teams
  </li>
  <li>
   Managing client relationships and ensuring SLAs are met
  </li>
  <li>
   Driving performance, quality, and efficiency across all customer service channels
  </li>
  <li>
   Implementing and optimizing customer service technologies and processes
  </li>
  <li>
   Leading, mentoring, and developing high-performing teams
  </li>
  <li>
   Analyzing customer interaction data to identify trends and opportunities for improvement
  </li>
  <li>
   Managing vendor relationships and ensuring seamless service delivery
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Keeta?
  </strong>
 </p>
 <ul>
  <li>
   Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
  </li>
  <li>
   Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
  </li>
  <li>
   Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What We&rsquo;re Looking For
  </strong>
 </p>
 <ul>
  <li>
   5+ years of experience in customer service management (multi-channel preferred)
  </li>
  <li>
   Proven expertise in managing both in-house and outsourced teams
  </li>
  <li>
   Strong leadership, problem-solving, and decision-making skills
  </li>
  <li>
   Proficiency in customer service technologies, CRM systems &amp; COPC standards
  </li>
  <li>
   Experience in budget management, data analysis &amp; performance reporting
  </li>
  <li>
   Ability to thrive in a fast-paced, dynamic environment
  </li>
  <li>
   Flexibility in undertaking business trips as required
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  📍
  <strong>
   Location: Bahrain,
  </strong>
 </p>
 <p>
  💡 If you&rsquo;re ready to take on a role that makes a real impact on customer satisfaction and loyalty, apply now and be part of a team that&rsquo;s redefining service excellence!
 </p>
</div>


DXC Technology

<p><strong>Key Responsibilities:</strong></p> <ul> <li>Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget.</li> <li>Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts.</li> <li>Ensure adherence to ITIL and other relevant best practices in service management.</li> </ul> <p><strong>Client Relationship Management:</strong></p> <ul> <li>Serve as the primary point of contact for clients regarding ServiceNow services and support.</li> <li>Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services.</li> <li>Conduct regular service review meetings with clients to discuss performance, improvements, and future needs.</li> </ul> <p><strong>Project Management:</strong></p> <ul> <li>Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases.</li> <li>Develop and maintain project plans, schedules, and budgets.</li> <li>Ensure effective communication and coordination among project stakeholders.</li> </ul> <p><strong>Quality Assurance and Improvement:</strong></p> <ul> <li>Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions.</li> <li>Identify opportunities for service improvements and implement changes to enhance service delivery.</li> <li>Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes.</li> </ul> <p><strong>Team Leadership and Development:</strong></p> <ul> <li>Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team.</li> <li>Conduct regular performance reviews and provide constructive feedback.</li> <li>Foster a collaborative and high-performing team culture.</li> </ul> <p><strong>Service Monitoring and Reporting:</strong></p> <ul> <li>Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs).</li> <li>Prepare and present regular service performance reports to clients and senior management.</li> <li>Proactively identify and resolve service issues to minimize disruptions and maintain service quality.</li> </ul>

ServiceNow Service Delivery Manager

Mastek

<div>
 <p>
  <strong>
   Senior Delivery Lead / Offshore Account Partner
  </strong>
 </p>
 <p>
  <strong>
   Location:
  </strong>
  Chennai or Bangalore
 </p>
 <p>
  <strong>
   Experience:
  </strong>
  15&ndash;20 years
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Role Overview
  </strong>
 </p>
 <p>
  We are seeking a seasoned delivery leader with strong technical depth and proven experience managing both delivery and client/account responsibilities. This role serves as the primary offshore liaison for client stakeholders&mdash;ensuring timely, high-quality delivery while also nurturing account growth. The position is intended to transition into a full-fledged
  <strong>
   Account Manager (AM)
  </strong>
  role as the account scales.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Candidate Requirements
  </strong>
 </p>
 <p>
  <strong>
   1. Senior PM + Strong Technical Background
  </strong>
 </p>
 <ul>
  <li>
   15-20 years
  </li>
  <li>
   years of IT experience with solid
   <strong>
    project/program management
   </strong>
   expertise.
  </li>
  <li>
   Strong technical foundation with exposure to
   <strong>
    architecture, solutioning, and platform understanding
   </strong>
   .
  </li>
  <li>
   Ability to engage deeply with technical teams and manage complex delivery environments independently.
  </li>
 </ul>
 <p>
  <strong>
   2. Dual Responsibilities: Delivery + Account Management
  </strong>
 </p>
 <ul>
  <li>
   Demonstrated experience handling both:
  </li>
  <li>
   <strong>
    Delivery Management:
   </strong>
   end-to-end execution, stakeholder communication, quality &amp; timeliness, issue resolution.
  </li>
  <li>
   <strong>
    Account Management:
   </strong>
   client engagement, opportunity mining, demand generation, relationship building.
  </li>
  <li>
   Willing and capable of growing into a
   <strong>
    full Account Manager
   </strong>
   role over time.
  </li>
  <li>
   Strong understanding of
   <strong>
    processes, culture, governance, compliance, and engagement models
   </strong>
   .
  </li>
 </ul>
 <p>
  <strong>
   3. Financial Services / BFSI Experience
  </strong>
 </p>
 <p>
  Solid experience in
  <strong>
   Financial Services / Banking
  </strong>
  delivery environments.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <strong>
   Client &amp; Account Management
  </strong>
 </p>
 <ul>
  <li>
   Act as the primary offshore point of contact for hiring managers and client stakeholders.
  </li>
  <li>
   Build, strengthen, and maintain strong client relationships through frequent engagement and onsite interactions.
  </li>
  <li>
   Anticipate client needs proactively and ensure seamless delivery and staffing support.
  </li>
 </ul>
 <p>
  <strong>
   Delivery Management
  </strong>
 </p>
 <ul>
  <li>
   Lead end-to-end delivery of profiles and technical resources aligned with client expectations.
  </li>
  <li>
   Handle escalations, client feedback, and drive continuous improvements in delivery processes.
  </li>
  <li>
   Collaborate with internal recruitment and delivery teams to meet demand forecasts and SLAs.
  </li>
 </ul>
 <p>
  <strong>
   Governance &amp; Compliance
  </strong>
 </p>
 <ul>
  <li>
   Participate in governance forums, service reviews, and supplier meetings.
  </li>
  <li>
   Ensure compliance with internal and client-defined processes, reporting structures, and audit requirements.
  </li>
 </ul>
 <p>
  <strong>
   Demand Generation &amp; Growth
  </strong>
 </p>
 <ul>
  <li>
   Identify new opportunities and contribute to account expansion.
  </li>
  <li>
   Generate additional offshore demand through consistent performance and client confidence.
  </li>
  <li>
   Support strategic account maturation in partnership with onshore and leadership teams.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Required Skills &amp; Experience
  </strong>
 </p>
 <ul>
  <li>
   15-20 years of delivery management and client-facing experience in IT services or staffing.
  </li>
  <li>
   Strong communication, stakeholder management, coordination, and problem-solving abilities.
  </li>
  <li>
   Deep understanding of
   <strong>
    IT hiring, resource management, and delivery operations
   </strong>
   .
  </li>
  <li>
   Experience managing offshore teams and scaling delivery capacity.
  </li>
  <li>
   Ability to travel within India for client engagements as needed.
  </li>
 </ul>
</div>


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