Join us as a Service Delivery Manager responsible for ensuring quality delivery of managed services and transformation engagements across a variety of technology portfolios.

About the Company

New Vision Softcom & Consultancy Pvt. Ltd. is a leading service provider in IT and consulting within the APAC region. With a commitment to operational excellence and a focus on client satisfaction, we drive transformative engagements leveraging a range of technologies. Our mission is to deliver high-quality managed services that not only meet but exceed client expectations.

Role Overview

As a Service Delivery Manager (SDM), you will play a vital role in ensuring the efficient delivery of managed services across our diverse technology portfolio, including Applications, Infrastructure, Cloud Computing, Digital Workplace, and ServiceNow. This senior leadership position mandates a proactive approach to service excellence and client relationships, where you will be the primary owner of all delivery outcomes.

You are expected to operate effectively at the intersection of technology delivery and client partnership, leading your team through complex operational challenges while driving continuous improvement and value addition. Success in this role directly contributes to client retention and sustainable business outcomes, measured by adherence to SLAs and OLAs along with overall service performance.

Key Responsibilities

• Service Delivery & Operations Management: Oversee end-to-end service delivery for assigned clients, ensuring adherence to all contractual commitments and maintaining high service standards.
• Client & Stakeholder Management: Establish and maintain strong working relationships with key client stakeholders, ensuring transparent communication regarding service statuses and any issues.
• Multi-Practice Delivery Oversight: Coordinate the integration of services across technology areas to provide seamless outcomes and efficient service delivery.
• Governance, Risk & Compliance (GRC): Maintain strict compliance with service governance frameworks, ensuring readiness for audits and adherence to regulations.
• Financial & Commercial Management: Manage account P&L and drive profitability through strategic decision-making and effective resource utilization.
• Continuous Service Improvement (CSI): Implement a formal CSI program aimed at operational excellence and innovative service practices that enhance quality and efficiency.
• Team Leadership & Resource Management: Mentor and develop your team, ensuring they are equipped to meet client needs effectively while encouraging a culture of high performance and accountability.

Tech Stack

• Core Platforms: ServiceNow (ITSM, ITOM, HRSD, SPM)
• Cloud Solutions: Azure, AWS, GCP
• Monitoring Tools: Azure Monitor, AWS CloudWatch, GCP Operations
• Office Applications: Microsoft 365 (Intune, SCCM)
• Project Tracking: Jira, Azure DevOps, Microsoft Project

Salary

₹1,50,000 - ₹2,50,000 per month based on experience and qualifications.

• Education: Bachelor's degree in Engineering, Computer Science, or Information Technology; MBA preferred.
• Experience: 9-12 years of total experience with 4-7 years in Service Delivery Management.
• Certifications: ITIL Foundation certification; Azure Administrator (AZ-303, AZ-304) preferred.
• Core Skills:
  • Service delivery management, ITIL governance, and SLA/OLA management.
  • Stakeholder management with strong communication skills for client engagement.
  • Financial management including P&L accountability and commercial proposal support.
• Technical Skills:
  • Proficiency in ServiceNow (ITSM), Cloud platforms (Azure, AWS), and Microsoft 365.
  • Familiarity with project tracking tools (e.g., Jira, Azure DevOps).

• Competitive salary with additional performance bonuses.
• Opportunity for professional development and certifications.
• Hybrid work model with flexibility to work from home.
• Health insurance and wellness benefits.
• Employee engagement programs and team-building activities.