Service Delivery Manager

Role OverviewThe 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 ResponsibilitiesOversee 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 PlatformsService Management & ITILServiceNow ITSM/ITOM, BMC Helix, Jira Service Management, Freshservice, ManageEngine ServiceDesk Plus, Cherwell, SolarWinds Service DeskMonitoring, Observability & AutomationAzure Monitor, Application Insights, Log Analytics, Grafana, Dynatrace, Datadog, New Relic, PRTG, Splunk ITSI, LogicMonitor, ZabbixAutomation tools: Power Automate, Azure Automation, Ansible, Terraform, Bicep, AI OpsCloud, Integration & PlatformMicrosoft Azure (IaaS, PaaS, Security Center)Azure DevOps, GitHub Actions, Bitbucket PipelinesIntegration Platforms: MuleSoft, Boomi, Azure Integration Services, Informatica iPaaSSaaS Platforms: Salesforce, ServiceNow, Dynamics 365, Workday, Atlassian SuiteAnalytics & AIPower BI, Tableau, Grafana, Excel AdvancedAI tools: Microsoft 365 Copilot, Dynatrace Davis AI, ServiceNow Predictive Intelligence, ChatGPT EnterpriseCollaboration & KnowledgeMicrosoft Teams, SharePoint, Confluence, Miro, LucidchartRequired Skills and Experience10+ 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 AttributesCustomer-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.