Service Delivery Lead

Role Summary

The Service Delivery Manager (Onsite) is responsible for ensuring stable, compliant, and high-quality service delivery for assigned applications and platforms. The role acts as the primary onsite delivery owner, coordinating with offshore teams, managing SLAs, handling escalations, and maintaining customer confidence through effective governance.

Key Responsibilities

• Own end-to-end service delivery for BAU operations, ensuring SLA, KPI, and quality adherence
• Act as the onsite point of contact for service issues, escalations, and delivery discussions
• Lead daily service calls, operational reviews, and status reporting
• Coordinate with offshore delivery teams to resolve incidents, defects, and service risks
• Track SLA breaches, root causes, and corrective actions
• Ensure adherence to agreed service processes, governance, and compliance requirements
• Maintain clear communication with customer stakeholders on service health and risks

Mandatory Skills & Experience

• Strong experience in Service Delivery Management / IT Operations
• Hands-on exposure to SLA, incident, problem, and change management
• Proven onsite customer-facing experience
• Ability to manage escalations and drive resolution with offshore teams
• Excellent communication and stakeholder management skills

Desirable

• Experience in Utilities Domain
• ITIL-based service management exposure