Job Description:

Job Title: Service Delivery Manager (SDM)
Experience: 8+ Years
Location: Anywhere in India
Job Type: Full-Time 
Language Requirement: Fluent English (No mother tongue influence)

Job Description:
We are seeking an experienced Service Delivery Manager (SDM) with 8+ years of experience in managing end-to-end service delivery operations for IT or SAP environments. The ideal candidate will ensure the successful delivery of services, manage client expectations, and drive continuous improvement across service teams. The SDM will act as the key interface between the customer and delivery teams, ensuring that SLAs, KPIs, and quality standards are consistently met. The role requires fluent English communication without mother tongue influence for effective interaction with global stakeholders.

Key Responsibilities:
•    Manage overall IT service delivery to clients, ensuring high levels of customer satisfaction and adherence to SLAs
•    Serve as the primary point of contact for client escalations, communication, and relationship management
•    Coordinate with internal teams and third-party vendors to ensure seamless service delivery
•    Monitor and report on SLA compliance, incident management, and service performance metrics
•    Lead service review meetings and provide insights for performance improvement
•    Ensure proper documentation, change management, and compliance with agreed-upon processes
•    Drive service excellence initiatives, root cause analysis, and proactive problem management
•    Support contract governance, renewals, and alignment with business objectives
•    Manage risks and issues, ensuring timely resolution and mitigation strategies
•    Align service delivery strategy with customer goals and digital transformation initiatives

Required Skills & Experience:
•    Minimum 8 years of experience in IT service management / delivery management roles
•    Proven track record of managing service delivery in a client-facing environment
•    Strong knowledge of ITIL processes (Incident, Problem, Change, and Service Level Management)
•    Fluent English communication (verbal and written) with no mother tongue influence – able to interact confidently with global stakeholders
•    Excellent communication, stakeholder management, and interpersonal skills
•    Experience working in onshore/offshore delivery models
•    Proficiency in preparing reports, dashboards, and conducting service review presentations
•    Ability to manage multiple priorities and stakeholders across geographies
•    Strong leadership and problem-solving capabilities

Preferred Qualifications:
•    ITIL Certification (Foundation or higher)
•    Experience in SAP service delivery or application support is a plus
•    Experience in managed services, AMS, or outsourcing environments
•    Familiarity with tools like ServiceNow, Jira, or other ticketing systems
•    PMP or other project management certifications (desirable)

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For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: Mrunali Ghodke 

Recruiter Email ID: Mrunali.Ghodke@nttdata.com 

NTT DATA Business Solutions is a fast-growing international IT company and one of the world’s leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.