Job Description

Job Description: IT Service Delivery Manager

Reporting To: Delivery Head / Account Delivery Head (ADH)

Role Purpose:

Lead end-to-end IT Service Delivery for enterprise customers, owning service outcomes across towers (End User Services, Infrastructure, Applications, Network, Cloud). Ensure predictable delivery against SLAs/OLAs/Underpinning Contracts, drive continual improvement using ITIL® 4 practices, and orchestrate multi-vendor delivery to achieve contractual, financial, and customer experience goals. (Terminology aligned with ITIL 4 key concepts, guiding principles, governance, and continual improvement.)

Key Responsibilities:

Run & Govern:

• Own service performance—publish MSR/QSR, executive summaries, risks, actions, and trend insights (Service Now Performance Analytics / Power BI).
• Lead Operational/Service/Executive Reviews, aligning delivery towers, vendors, and customer stakeholders.
• Ensure contractual compliance to SOW/MSA including service credits, waivers, and governance records—audit ready at all times.

Stabilize & Improve:

• Drive MIM posture (readiness, drills, on call, comms), backlog hygiene, and automation/shift left to boost CSAT and reduce TCO.
• Run RCA/CAPA programs; track benefits (repeat incident reduction, MTTR, change failure rate).
• Lead CSI initiatives across process, tooling, and org—aligned to ITIL 4 guiding principles.

Transition & Transformation:

• For new/changed services, define interim vs. steady state SLAs, baselines, staffing, and tooling readiness; execute cutover criteria and hypercare.
• Align Service Delivery Plan with Wipro QMS (Veloci Q) requirements and customer specifics; maintain evidence of communications and approvals.
• 1. Stakeholder Leadership
• Act as single point of accountability for service outcomes; manage escalations through resolution; influence CXO/Director level stakeholders with data driven narratives.
• Mentor leads/SMEs; build a high performing, ITIL mature delivery culture.
• Must Have Skills & Experience
• 12–15 years in IT services with 6–8 years leading enterprise IT service delivery across multi tower and multi vendor environments.
• Proven governance of SLAs/OLAs/UCs, penalty/earnback mechanisms, and audit expectations (ISO/ISMS/SOC).
• Strong command of ITIL 4 practices and value stream thinking; hands on with Service Now ITSM (SLA policies, business calendars, PA dashboards, reports).
• Expertise in Major Incident, Problem/RCA, Change/CAB, Availability/Capacity, Knowledge, ITAM/CMDB, Service Catalog.
• Advanced analytics & storytelling (Power BI/Excel), prioritization, and stakeholder management.
• Excellent communication and customer facing leadership; experience in managed services contracts.
  Preferred / Good to Have:
• ITIL® 4 Strategist: Direct, Plan & Improve (DPI) or Leader: Digital & IT Strategy (DITS)
• PMP® / PRINCE2® Practitioner, PSM I/II (or SAFe Agilist)
• Cloud Associate/Architect (e.g., Microsoft Azure AZ 104 / AZ 305, AWS Sys Ops/Architect Associate)
• DevOps/SRE Foundation, ISO/IEC 27001 Lead Auditor/Implementer