Analytix Solutions
Website:
analytix.com
Job details:
Service Delivery Manager - Managed IT Services (US Clients)
Location: Ahmedabad, Gujarat
Shift: US Shift (Night Shift)
Experience: 10-12 Years
About the Role:
We are looking for an experienced Service Delivery Manager to lead Managed IT Services delivery for our US-based clients. The ideal candidate will be responsible for ensuring high service quality, managing client relationships, leading technical teams, driving SLA compliance, and delivering exceptional customer experience across infrastructure, cloud, cybersecurity, and service desk operations.
Key Responsibilities:
Own end-to-end service delivery for multiple US clients
Act as the primary escalation point for clients and internal stakeholders
Ensure adherence to SLAs, KPIs, customer satisfaction, and contractual commitments
Lead Service Desk, Infrastructure, Cloud, Network, and Security support teams
Conduct service reviews, operational governance meetings, and QBRs
Drive incident, problem, and change management processes
Identify opportunities for process improvement and operational efficiency
Manage resource planning, utilization, and account profitability
Collaborate with Sales and Leadership teams on account growth and renewals
Required Qualifications
10-12 years of experience in IT Services / Managed Services
3+ years of experience in a Service Delivery Manager role
Experience managing US-based clients and stakeholder relationships
Strong understanding of ITIL processes and service management frameworks
Exposure to Cloud Platforms (Azure/AWS), Microsoft 365, Networking, Infrastructure, and Cybersecurity
Experience with ITSM tools such as ServiceNow, ConnectWise, Autotask, FreshService, or Jira
Preferred Certifications
- ITIL Foundation / Intermediate
- PMP / Prince2
- Microsoft Azure Certifications
What We're Looking For
Strong communication and client-facing skills
Excellent leadership and team management abilities
Problem-solving and decision-making mindset
Experience working in a fast-paced MSP environment
Customer-focused approach with a passion for service excellence
Why Join Us?
- Work directly with US clients and global teams
- Lead high-impact Managed IT engagements
- Exposure to latest Cloud & Infrastructure technologies
- Growth opportunities into senior delivery and operations leadership roles
Interested candidates can apply or share their profiles at ram.gor@analytix.com.
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