4,090 IT Service Delivery jobs in India
Service Delivery Manager
Bengaluru, Karnataka
AGCO Corporation
Posted today
Job Viewed
Job Description
Service Delivery Manager
Date: Jul 29, 2025
Req ID: 101727
Location:
Bengaluru, KA, IN
Workplace Type: Hybrid/Remote
Do you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution.
The Service Delivery Manager is responsible for supporting & managing the delivery and support of the managed services provider(s). This role ensures that AGCO DT Services operate efficiently, meet SLAs, and provide a satisfactory user experience and service excellence. The Service Delivery Manager oversees the provision of support services, maintains high levels of customer satisfaction, and promotes continuous improvement in service performance.
**Your Impact**
+ Service Management: Oversee the delivery of application support services, ensuring compliance with service level agreements (SLAs) and performance standards. Manage client expectations and ensure high levels of customer satisfaction
+ Vendor/Partner Management: Manage relationships with third-party vendors and service providers, ensuring they deliver high-quality services and meet contractual obligations. Include managing vendor relationships in a managed services context
+ Incident Management: Accountable for application-related incidents and problems, ensuring minimal disruption to client operations. Focus on proactive incident management and root cause analysis
+ Stakeholder Communication & Engagement: Act as the primary point of contact for stakeholders, providing regular updates on service performance and addressing any concerns or issues. Manage client relationships and ensure alignment with client business needs.
+ Reporting and Analysis: Monitor and report on service delivery performance, identifying areas for improvement and implementing corrective actions. Include reporting to clients and ensuring transparency in service delivery,and accountable for Service Delivery Metrics for applications in scope
**Your Experience and Qualifications**
+ Bachelor's degree or higher in computer science, information Systems, or related field.
+ Proven experience as a Service Delivery Manager or in a similar role, with a focus on Application Support and vendor management.
+ Experience with global or offshore AMS delivery models.
+ Ability to manage multiple priorities and work effectively in a fast-paced environment.
+ Experience with ITIL or other service management frameworks will be an advantage, Familiarity with enterprise applications such as SAP, Oracle, Salesforce and Customer Applications
**Your Benefits**
+ GLOBAL DIVERSITY - Diversity means many things to us, different brands, cultures, nationalities, genders, generations - even variety in our roles. You make us unique!
+ ENTERPRISING SPIRIT- Every role adds value. We're committed to helping you develop and grow to realize your potential.
+ POSITIVE IMPACT - Make it personal and help us feed the world.
+ INNOVATIVE TECHNOLOGIES - You can combine your love for technology with manufacturing excellence - and work alongside teams of people worldwide who share your enthusiasm
+ MAKE THE MOST OF YOU - Benefits include health care and wellness plans and flexible and virtual work option.
**Your Workplace**
We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committed to building a team that includes a variety of experiences, backgrounds, cultures and perspectives.
**Join us as we bring agriculture into the future and apply now!**
Please note that this job posting is not designed to cover or contain a comprehensive listing of all required activities, duties, responsibilities, or benefits and may change at any time with or without notice.
**AGCO is proud to be an Equal Opportunity Employer**
**Job Segment:** Service Manager, Computer Science, Database, Oracle, ERP, Customer Service, Technology
Date: Jul 29, 2025
Req ID: 101727
Location:
Bengaluru, KA, IN
Workplace Type: Hybrid/Remote
Do you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution.
The Service Delivery Manager is responsible for supporting & managing the delivery and support of the managed services provider(s). This role ensures that AGCO DT Services operate efficiently, meet SLAs, and provide a satisfactory user experience and service excellence. The Service Delivery Manager oversees the provision of support services, maintains high levels of customer satisfaction, and promotes continuous improvement in service performance.
**Your Impact**
+ Service Management: Oversee the delivery of application support services, ensuring compliance with service level agreements (SLAs) and performance standards. Manage client expectations and ensure high levels of customer satisfaction
+ Vendor/Partner Management: Manage relationships with third-party vendors and service providers, ensuring they deliver high-quality services and meet contractual obligations. Include managing vendor relationships in a managed services context
+ Incident Management: Accountable for application-related incidents and problems, ensuring minimal disruption to client operations. Focus on proactive incident management and root cause analysis
+ Stakeholder Communication & Engagement: Act as the primary point of contact for stakeholders, providing regular updates on service performance and addressing any concerns or issues. Manage client relationships and ensure alignment with client business needs.
+ Reporting and Analysis: Monitor and report on service delivery performance, identifying areas for improvement and implementing corrective actions. Include reporting to clients and ensuring transparency in service delivery,and accountable for Service Delivery Metrics for applications in scope
**Your Experience and Qualifications**
+ Bachelor's degree or higher in computer science, information Systems, or related field.
+ Proven experience as a Service Delivery Manager or in a similar role, with a focus on Application Support and vendor management.
+ Experience with global or offshore AMS delivery models.
+ Ability to manage multiple priorities and work effectively in a fast-paced environment.
+ Experience with ITIL or other service management frameworks will be an advantage, Familiarity with enterprise applications such as SAP, Oracle, Salesforce and Customer Applications
**Your Benefits**
+ GLOBAL DIVERSITY - Diversity means many things to us, different brands, cultures, nationalities, genders, generations - even variety in our roles. You make us unique!
+ ENTERPRISING SPIRIT- Every role adds value. We're committed to helping you develop and grow to realize your potential.
+ POSITIVE IMPACT - Make it personal and help us feed the world.
+ INNOVATIVE TECHNOLOGIES - You can combine your love for technology with manufacturing excellence - and work alongside teams of people worldwide who share your enthusiasm
+ MAKE THE MOST OF YOU - Benefits include health care and wellness plans and flexible and virtual work option.
**Your Workplace**
We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committed to building a team that includes a variety of experiences, backgrounds, cultures and perspectives.
**Join us as we bring agriculture into the future and apply now!**
Please note that this job posting is not designed to cover or contain a comprehensive listing of all required activities, duties, responsibilities, or benefits and may change at any time with or without notice.
**AGCO is proud to be an Equal Opportunity Employer**
**Job Segment:** Service Manager, Computer Science, Database, Oracle, ERP, Customer Service, Technology
This advertiser has chosen not to accept applicants from your region.
0
Service Delivery Manager
Mohali, Punjab
TTEC
Posted 3 days ago
Job Viewed
Job Description
Your potential has a place here with TTEC's award-winning employment experience. As a Service Delivery Manager working Onsite in Mohali, India, you'll be a part of bringing humanity to business. #experienceTTEC
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all!
**What You'll be Doing**
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
**During a Typical Day, You'll**
· Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
· Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
· Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
**What You Bring to the Role**
· Minimum 1 year call center or equivalent work experience
· Continuously promote a performance-driven culture and always work towards reaching for amazing
· Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· Consistently mentor and inspire others
· Customer focused mindset
· Understanding, interpreting, and manipulating data for reporting
**What You Can Expect**
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes. a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Use if Non US based role: Visit for more information.
**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#Onsite
**Title:** _Service Delivery Manager_
**Location:** _India-Punjab-Mohali_
**Requisition ID:** _0462I_
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all!
**What You'll be Doing**
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
**During a Typical Day, You'll**
· Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
· Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
· Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
**What You Bring to the Role**
· Minimum 1 year call center or equivalent work experience
· Continuously promote a performance-driven culture and always work towards reaching for amazing
· Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· Consistently mentor and inspire others
· Customer focused mindset
· Understanding, interpreting, and manipulating data for reporting
**What You Can Expect**
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes. a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Use if Non US based role: Visit for more information.
**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#Onsite
**Title:** _Service Delivery Manager_
**Location:** _India-Punjab-Mohali_
**Requisition ID:** _0462I_
This advertiser has chosen not to accept applicants from your region.
1
Service Delivery Manager
Chennai, Tamil Nadu
Ensono
Posted 3 days ago
Job Viewed
Job Description
Service Delivery ManagerChennai, IndiaJR011679
**Primary Responsibilities:**
+ Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono's' operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
+ Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analyzing the health/wellness of the client's environment, data on incidents/SLAs.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
+ Supports relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
+ Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
+ Provides communications for critical business impacting events, account updates, and service improvement plans.
+ Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client's overall contractual relationship.
+ Supports the management of critical client issues/incidents via an ITSM based approach, communicating the client's expectations, and ensuring coordination across the Ensono team to deliver.
+ Assesses account performance through Ensono's Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
+ Establishes and participates in leading operational meetings focused on ITSM governance and SLA adherence.
**We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.**
**Required Qualifications**
+ 5+ years of IT Service Management experience in a client-facing role
+ Client relationship management experience
+ Operational ability in diverse, large-scale, multi-platform, outsourced environments
+ In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
+ Proficient understanding of ITIL ( (Information Technology Infrastructure Library) principles
+ Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking Willing to travel as required (e.g., client service reviews at client site)
**Shift Timings:** 5:30 PM to 2:30 AM
JR011679
**Primary Responsibilities:**
+ Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono's' operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
+ Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analyzing the health/wellness of the client's environment, data on incidents/SLAs.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
+ Supports relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
+ Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
+ Provides communications for critical business impacting events, account updates, and service improvement plans.
+ Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client's overall contractual relationship.
+ Supports the management of critical client issues/incidents via an ITSM based approach, communicating the client's expectations, and ensuring coordination across the Ensono team to deliver.
+ Assesses account performance through Ensono's Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
+ Establishes and participates in leading operational meetings focused on ITSM governance and SLA adherence.
**We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.**
**Required Qualifications**
+ 5+ years of IT Service Management experience in a client-facing role
+ Client relationship management experience
+ Operational ability in diverse, large-scale, multi-platform, outsourced environments
+ In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
+ Proficient understanding of ITIL ( (Information Technology Infrastructure Library) principles
+ Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking Willing to travel as required (e.g., client service reviews at client site)
**Shift Timings:** 5:30 PM to 2:30 AM
JR011679
This advertiser has chosen not to accept applicants from your region.
2
Service Delivery Manager
New Delhi, Delhi
TECHWELT GROUP
Posted 3 days ago
Job Viewed
Job Description
Company Description
Techwelt Group, headquartered in Rome, Italy, provides on-demand and contract-based onsite IT support services globally with a 24-hour response time. We have over 100 IT experts and engineers available in Europe, Australia, the UK, and Mexico, ready to meet diverse business needs. Our services range from break fix for EUC/Data Centers, IMAC for EUC/Data Centers, Desktop Support, Hardware Repairing, IT Asset Disposal (ITAD), to Site Surveys and Installations, Stock Inventory and Audits, Full-Time Outsourced Resources, and Deployments and Roll Outs. We ensure a single point of contact for our clients and offer secure stock storage facilities with timely audits.
This is a full-time remote role for a Service Delivery Manager. The Service Delivery Manager will oversee the delivery of IT services and solutions to clients, ensuring customer satisfaction and adherence to service level agreements. Daily tasks include managing service delivery processes, coordinating with the IT team, handling client communications, and monitoring performance metrics. The role requires maintaining high customer service standards and continually improving service delivery practices.
- Service Delivery Management and Service Delivery skills
- Customer Satisfaction and Customer Service skills
- IT Service Management knowledge
- Excellent organizational and multitasking abilities
- Strong communication and interpersonal skills
- Ability to work independently and remotely
- Experience in IT support or service management roles
- Bachelor's degree in IT, Business Management, or related field
This advertiser has chosen not to accept applicants from your region.
3
Service Delivery Manager
Noida, Uttar Pradesh
Servion Global Solutions
Posted 4 days ago
Job Viewed
Job Description
Key Responsibilities:
Service Delivery Management:
- Own overall service delivery for Contact Center solutions, including IVR applications, agent desktop tools (e.g., Cisco Finesse), routing workflows, and reporting platforms.
- Ensure compliance with SLA/KPI metrics and contractual obligations.
- Manage operational escalations and provide leadership during critical incident response.
- Coordinate with support and engineering teams to ensure issue resolution and service continuity.
Project & Program Management:
- Lead the planning, execution, and delivery of contact center projects including migrations, upgrades, and new feature rollouts.
- Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
- Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
- Oversee project documentation, status reporting, and stakeholder updates.
IVR and Technical Oversight:
- Guide IVR design and development efforts in collaboration with architects and developers.
- Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).
- Ensure that solutions are scalable, efficient, and aligned with industry best practices.
Team Leadership & Collaboration:
- Lead and mentor cross-functional teams including developers, testers, and support engineers.
- Foster a collaborative work environment that encourages innovation and knowledge sharing.
- Drive continuous improvement initiatives to enhance team productivity and service quality.
Customer & Stakeholder Engagement:
- Build strong relationships with internal and external stakeholders.
- Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.
- Gather customer feedback and translate it into actionable insights for the team.
Required Skills & Experience:
- Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
- Strong understanding of IVR platforms (e.g., Cisco CVP, Genesys, Avaya, AWS Connect Lex).
- Hands-on or prior experience in IVR/Call Flow development (VXML, Java, JavaScript, XML).
- Sound knowledge of Contact Center technologies: Cisco UCCE/UCCX, Finesse, CUCM, SIP, CTI integrations.
- Experience with Agile and Waterfall project management methodologies.
- Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.
Preferred Skills:
- PMP or PRINCE2 certification is a plus.
- ITIL certification or strong understanding of ITIL processes.
- Familiarity with cloud-based contact center platforms (AWS Connect, Twilio, Genesys Cloud).
- Understanding of workforce optimization tools (Verint, Calabrio, etc.)
Soft Skills:
- Excellent communication, interpersonal, and stakeholder management skills.
- Strong analytical, decision-making, and problem-solving capabilities.
- Ability to handle pressure, manage priorities, and deliver outcomes on time.
- Leadership presence with a customer-first mindset.
This advertiser has chosen not to accept applicants from your region.
4
Service Delivery Manager
Bengaluru, Karnataka
ZEISS India
Posted 4 days ago
Job Viewed
Job Description
Job Purpose
The role of a Service Delivery Manager (SDM) in the Global Cloud Excellence Team is to ensure the smooth and efficient delivery of services to clients or customers. SDM is responsible for managing the overall service delivery process, maintaining strong customer relationships, and ensuring that service level agreements (SLAs) are met. You will support as an SDM to lead our 24/7 Cloud Operations Team. The ideal candidate will be responsible for overseeing the daily operations of our cloud infrastructure, software application and platform, ensuring high availability, performance, and security. This role requires strong team management skills, technical expertise in cloud technologies, and a commitment to operational excellence. You will act as the bridge between development and operations by governing implementation of continuous integration and continuous deployment (CI/CD) pipelines, optimizing cloud infrastructure, and enhancing system performance and security towards achieving larger organizational objectives to facilitate seamless collaboration between development and operations teams to enhance the speed and quality of software delivery and its operations.
Reporting Manager: Head of ZDP India
This a manager role
Roles & Responsibilities
Team Leadership:
- Manage and mentor a team of cloud operations engineers and support staff.
- Foster a culture of collaboration, continuous improvement, and accountability within the team.
Operational Oversight:
- Ensure the 24/7 availability of cloud services, platform and infrastructure.
- Monitor system performance and implement proactive measures to prevent downtime.
- Develop and enforce operational policies and procedures to enhance service delivery.
Incident Management:
- Lead incident response efforts, ensuring timely resolution of issues and minimizing impact on services.
- Conduct post-incident reviews to identify root causes and implement corrective actions.
- Enable ITIL Process
Capacity Planning:
- Analyze current and future capacity needs to ensure optimal resource allocation.
- Collaborate with operations teams to plan and execute cloud infrastructure upgrades and expansions.
Performance Metrics:
- Define and track key performance indicators (KPIs) for cloud operations.
- Prepare regular reports for senior management on operational performance and service levels.
SLA Management:
- Ensures compliance with the agreed SLA
- Determines demands for IT services
- 1st escalation instance for Customer regarding Service Operation
- ensures compliance and continuous improvement of the agreed processes
- creates the monthly service level reports with the status of the supported services and agreed KPIs
- Conducting regular service review meetings with the customer
Collaboration:
- Work closely with development, operations team, security, and product teams to align operations with business objectives.
- Participate in cross-functional projects to improve overall service delivery and customer satisfaction.
Budget Management:
- Assist in the development and management of the operations budget.
- Identify cost-saving opportunities while maintaining service quality.
Qualifications & Work Experience:
Education:
- Bachelor’s degree in computer science, Information Technology, or a related field.
Experience:
- 8 -12 years of experience in cloud operations, IT operations, or a related field.
- Proven experience in managing 24/7 operations teams.
- Willing to provide on-call support as and when needed.
Technical Skills:
- Strong knowledge of cloud platforms (e.g., Azure, AWS and Google Cloud).
- Familiarity with infrastructure as code (IaC) tools and practices (e.g., Terraform, Bicep, ARM etc).
- Experience with monitoring and logging tools (e.g., Prometheus, Grafana, Datadog etc).
- Experience with Ticketing tools (e.g., ServiceNow, JIRA, ADO etc)
Soft Skills:
- Excellent team management skills.
- A strong focus on customers and results
- Strong problem-solving abilities and attention to detail.
- Effective communication skills, both verbal and written.
ZEISS in India
ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.
ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. Further information at ZEISS India ( )
This advertiser has chosen not to accept applicants from your region.
5
Service Delivery Manager
Bengaluru, Karnataka
ISG (Information Services Group)
Posted 4 days ago
Job Viewed
Job Description
Position/ Job Title: Service Delivery Manager
Location: Bengaluru, Karnataka
Job Description for the Position:
- The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer.
- A Service Delivery Manager (SDM) is responsible in ensures that services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
- SDM should have had experience in managing a relatively large size teams of 80 to 100 team members
Experience:
- 20+ years’ experience, with at least 8 to 10 years in IT Outsourcing and Services.
- Ideal candidate would be expected to have a good understanding of technology in Systems.
- Should have very strong written and oral communication skills in English
- Ability to work independently with little day to day support – self starters
- Preferred spoken languages – English
Responsibilities:
IT Services Management:
- Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
- Possess experience in working closely with teams to align service strategies with production goals.
- Strong knowledge in identifying and implementing process improvements using methodologies such as Six Sigma, and Kaizen.
- Expertized in managing customer relationships, acting as a primary point of contact for service-related issues.
- Should have experience in ensuring compliance with industry regulations, safety standards (OSHA, ISO 9001, etc.), and environmental policies.
- Should possess knowledge on how to coordinate with production, maintenance, and supply chain teams to ensure smooth service operations.
- Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
- Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
- Good experience in allocation of resources effectively to meet service demands.
- Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
- Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
- Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers.
- Understand and support client in managing inventory of devices supported and to help them in keeping the inventory updated.
- Own the KPIs agreed in the contract.
- Make recommendations on strategies in respect of various technologies.
- Provide the periodical reports and other ad-hoc reports as per the contract to the customer
- Maintaining disaster recovery and business continuity processes for the customer
- Build long-term relationship with the customer
- Deliver continual improvement in service measures and KPIs
- P&L responsibility
- Automation in service delivery
- Resource management
- Utilization
- Will be responsible for billing
- Value add to customer-YOY by working closely with the in consultation with CoE
- Overall SLA management – Operation interaction with technologies Lead / Service Owner
- Overall Customer Satisfaction & Employee satisfaction
Team Management:
- Management of onshore & Offshore team members of up to 100
- Motivation of individuals and building team working
- Employee retention, motivation and training
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines
- Development of technical and personal skills for team members
- Address suitable career development of staff
Personal Management:
- Demonstrate personal commitment to excellence.
- Work toward continual improvements within the account and recommend improvements in the process.
- This is a middle - Senior management position and should concentrate on the control & organization of the reporting staff members
- Maintain awareness of customer’s business and IT’s role in it
- Awareness of other companies’ IT functions, especially in the financial sector
- Deal effectively with outside contacts / vendors
- Avoid unnecessary conflicts and should know how to escalate issues
- Should be able to adjust to people, culture, policies and situations
- Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding
- Will participate in monthly reviews and governance meetings
- Will coordinate QA, and Audit.
Education:
- Education – Minimum Qualification - Engineer / MBA desired MCSE/CCNP or Equivalent technical certification
This advertiser has chosen not to accept applicants from your region.
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6
Service Delivery Manager
New Delhi, Delhi
TECHWELT GROUP
Posted today
Job Viewed
Job Description
Company Description
Techwelt Group, headquartered in Rome, Italy, provides on-demand and contract-based onsite IT support services globally with a 24-hour response time. We have over 100 IT experts and engineers available in Europe, Australia, the UK, and Mexico, ready to meet diverse business needs. Our services range from break fix for EUC/Data Centers, IMAC for EUC/Data Centers, Desktop Support, Hardware Repairing, IT Asset Disposal (ITAD), to Site Surveys and Installations, Stock Inventory and Audits, Full-Time Outsourced Resources, and Deployments and Roll Outs. We ensure a single point of contact for our clients and offer secure stock storage facilities with timely audits.
This is a full-time remote role for a Service Delivery Manager. The Service Delivery Manager will oversee the delivery of IT services and solutions to clients, ensuring customer satisfaction and adherence to service level agreements. Daily tasks include managing service delivery processes, coordinating with the IT team, handling client communications, and monitoring performance metrics. The role requires maintaining high customer service standards and continually improving service delivery practices.
- Service Delivery Management and Service Delivery skills
- Customer Satisfaction and Customer Service skills
- IT Service Management knowledge
- Excellent organizational and multitasking abilities
- Strong communication and interpersonal skills
- Ability to work independently and remotely
- Experience in IT support or service management roles
- Bachelor's degree in IT, Business Management, or related field
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Service Delivery Manager
Noida, Uttar Pradesh
Servion Global Solutions
Posted today
Job Viewed
Job Description
Key Responsibilities:
Service Delivery Management:
- Own overall service delivery for Contact Center solutions, including IVR applications, agent desktop tools (e.g., Cisco Finesse), routing workflows, and reporting platforms.
- Ensure compliance with SLA/KPI metrics and contractual obligations.
- Manage operational escalations and provide leadership during critical incident response.
- Coordinate with support and engineering teams to ensure issue resolution and service continuity.
Project & Program Management:
- Lead the planning, execution, and delivery of contact center projects including migrations, upgrades, and new feature rollouts.
- Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
- Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
- Oversee project documentation, status reporting, and stakeholder updates.
IVR and Technical Oversight:
- Guide IVR design and development efforts in collaboration with architects and developers.
- Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).
- Ensure that solutions are scalable, efficient, and aligned with industry best practices.
Team Leadership & Collaboration:
- Lead and mentor cross-functional teams including developers, testers, and support engineers.
- Foster a collaborative work environment that encourages innovation and knowledge sharing.
- Drive continuous improvement initiatives to enhance team productivity and service quality.
Customer & Stakeholder Engagement:
- Build strong relationships with internal and external stakeholders.
- Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.
- Gather customer feedback and translate it into actionable insights for the team.
Required Skills & Experience:
- Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
- Strong understanding of IVR platforms (e.g., Cisco CVP, Genesys, Avaya, AWS Connect Lex).
- Hands-on or prior experience in IVR/Call Flow development (VXML, Java, JavaScript, XML).
- Sound knowledge of Contact Center technologies: Cisco UCCE/UCCX, Finesse, CUCM, SIP, CTI integrations.
- Experience with Agile and Waterfall project management methodologies.
- Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.
Preferred Skills:
- PMP or PRINCE2 certification is a plus.
- ITIL certification or strong understanding of ITIL processes.
- Familiarity with cloud-based contact center platforms (AWS Connect, Twilio, Genesys Cloud).
- Understanding of workforce optimization tools (Verint, Calabrio, etc.)
Soft Skills:
- Excellent communication, interpersonal, and stakeholder management skills.
- Strong analytical, decision-making, and problem-solving capabilities.
- Ability to handle pressure, manage priorities, and deliver outcomes on time.
- Leadership presence with a customer-first mindset.
This advertiser has chosen not to accept applicants from your region.
8
Service Delivery Manager
Bengaluru, Karnataka
ISG (Information Services Group)
Posted today
Job Viewed
Job Description
Position/ Job Title: Service Delivery Manager
Location: Bengaluru, Karnataka
Job Description for the Position:
- The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer.
- A Service Delivery Manager (SDM) is responsible in ensures that services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
- SDM should have had experience in managing a relatively large size teams of 80 to 100 team members
Experience:
- 20+ years’ experience, with at least 8 to 10 years in IT Outsourcing and Services.
- Ideal candidate would be expected to have a good understanding of technology in Systems.
- Should have very strong written and oral communication skills in English
- Ability to work independently with little day to day support – self starters
- Preferred spoken languages – English
Responsibilities:
IT Services Management:
- Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
- Possess experience in working closely with teams to align service strategies with production goals.
- Strong knowledge in identifying and implementing process improvements using methodologies such as Six Sigma, and Kaizen.
- Expertized in managing customer relationships, acting as a primary point of contact for service-related issues.
- Should have experience in ensuring compliance with industry regulations, safety standards (OSHA, ISO 9001, etc.), and environmental policies.
- Should possess knowledge on how to coordinate with production, maintenance, and supply chain teams to ensure smooth service operations.
- Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
- Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
- Good experience in allocation of resources effectively to meet service demands.
- Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
- Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
- Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers.
- Understand and support client in managing inventory of devices supported and to help them in keeping the inventory updated.
- Own the KPIs agreed in the contract.
- Make recommendations on strategies in respect of various technologies.
- Provide the periodical reports and other ad-hoc reports as per the contract to the customer
- Maintaining disaster recovery and business continuity processes for the customer
- Build long-term relationship with the customer
- Deliver continual improvement in service measures and KPIs
- P&L responsibility
- Automation in service delivery
- Resource management
- Utilization
- Will be responsible for billing
- Value add to customer-YOY by working closely with the in consultation with CoE
- Overall SLA management – Operation interaction with technologies Lead / Service Owner
- Overall Customer Satisfaction & Employee satisfaction
Team Management:
- Management of onshore & Offshore team members of up to 100
- Motivation of individuals and building team working
- Employee retention, motivation and training
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines
- Development of technical and personal skills for team members
- Address suitable career development of staff
Personal Management:
- Demonstrate personal commitment to excellence.
- Work toward continual improvements within the account and recommend improvements in the process.
- This is a middle - Senior management position and should concentrate on the control & organization of the reporting staff members
- Maintain awareness of customer’s business and IT’s role in it
- Awareness of other companies’ IT functions, especially in the financial sector
- Deal effectively with outside contacts / vendors
- Avoid unnecessary conflicts and should know how to escalate issues
- Should be able to adjust to people, culture, policies and situations
- Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding
- Will participate in monthly reviews and governance meetings
- Will coordinate QA, and Audit.
Education:
- Education – Minimum Qualification - Engineer / MBA desired MCSE/CCNP or Equivalent technical certification
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