MegThink
Website:
megthink.com
Job details:
Role Overview
The Service Delivery Manager will be responsible for end-to-end service delivery across customer engagements, ensuring SLA/OLA compliance, service excellence, contractual adherence, and continuous improvement aligned with ITIL best practices.
Key Responsibilities
1. Service Delivery & Governance
- Own end-to-end service delivery across assigned account, ensuring SLA compliance and high service quality.
- Govern ITIL-aligned processes including Incident, Problem, Change, Availability, Deployment, Knowledge, and Configuration Management.
- Monitor operational KPIs, control points, and performance metrics; provide regular and ad-hoc status reports to stakeholders.
- Ensure adherence to agreed processes, preventing SLA or compliance violations through proactive tracking and governance.
2. Incident & Problem Management
- Act as Incident/Major Incident Manager to ensure swift restoration of services.
- Drive continual improvement of the recovery model for handling major incidents.
- Collaborate with Problem Management to ensure high-quality RCA documentation and long-term resolution of recurring issues.
- Conduct periodic incident reviews and trend analysis to reduce incident volume and improve stability.
3. Change & Release Governance
- Chair CAB meetings to ensure risk-assessed and controlled implementation of changes.
- Ensure change activities are executed without business disruption and within defined process controls.
4. Customer & Stakeholder Management
- Serve as the primary point of contact for customers, driving engagement, satisfaction, and proactive account governance.
- Conduct Weekly, Monthly, Quarterly reviews including QBRs/ABRs with customers and internal stakeholders.
- Manage stakeholder escalations and ensure timely resolution of operational issues.
5. Contract & Commercial Management
- Govern MSAs, SoWs, renewals, change orders, and third-party software (3PSW) renewals in collaboration with commercial and legal teams.
- Ensure contractual commitments are fulfilled and risks are proactively managed.
6. Infrastructure & Continuity Management
- Facilitate availability of infrastructure, systems, and services in line with SLA commitments.
- Lead Business Continuity and Disaster Recovery (DR) programs, including periodic drills, recovery validation, and risk mitigation planning.
7. Continuous Improvement & Operational Excellence
- Drive process improvements to enhance productivity and service quality.
- Develop and document operational procedures and troubleshooting methodologies.
- Identify product and service improvement opportunities; contribute to future enhancements.
- Support internal and external audits by ensuring compliance with defined controls.
8. Team Leadership
- Manage and mentor helpdesk and infrastructure support teams.
- Ensure capability development, performance management, and high team engagement.
- Foster a culture of accountability, customer focus, and continuous improvement.
Key Skills & Competencies
- Strong knowledge of ITIL framework and service management best practices
- Experience managing SLAs, customer governance, and service reporting
- Incident & Major Incident Management expertise
- Strong stakeholder and escalation management skills
- Experience in contract and vendor management
- Excellent analytical, communication, and leadership abilities
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