Service Delivery Manager
First seen by Alion on Sep 30, 2026.
We are looking for a Service Delivery Manager in the Bangalore location.
As a Service Delivery Manager (SDM), you will lead the end-to-end delivery of IT infrastructure and managed services, ensuring exceptional customer experience, operational excellence, and continuous service improvement. You will manage and mentor a team of IT specialists, drive SLA and KPI adherence, lead customer governance through Quarterly Business Reviews (QBRs), and collaborate with cross-functional teams to resolve complex operational challenges. This role requires a strong technical foundation, leadership capabilities, and the ability to translate technical performance into business value for global customers.
Role Details :
Experience : 8+ years
Notice Period : Immediate to 30 days
Shift : BC Shift (4:30 PM - 1:30 AM IST)
Education : Full-time Graduates. No Diploma candidates
Key Responsibilities :
Customer Engagement and QBR Ownership :
- Lead Quarterly Business Reviews (QBRs) with customers, demonstrating understanding of business impact and technical delivery.
- Act as the primary point of contact for escalations and strategic discussions.
Service Quality and Governance :
- Ensure ticket quality, RCA depth, and WSR accuracy across the team.
- Monitor SLA/KPI adherence and drive corrective actions proactively.
Team Leadership and Development :
- Mentor and guide SDAs and L2s to improve delivery standards.
- Identify skill gaps and work with HR and the internal team to upskill the team.
Process Improvement and Reporting :
- Own and improve delivery processes, including incident management, change management, and problem management.
- Provide meaningful insights in reports that link technical performance to business outcomes.
Collaboration and Stakeholder Management :
- Work closely with internal stakeholders to align delivery with customer expectations.
- Collaborate with cross-functional teams to resolve systemic issues.
Skills and Competencies :
Must-Have :
- Prior Experience in Windows Administration and Cloud infrastructure
- MSP/Managed Services/IT Services background
- Must have prior experience of onsite-offshore delivery model and should have directly worked with US/European customers and colleagues.
- Experience in leading technical teams and driving performance
- Strong project management and customer-facing experience
- Must have ITIL process knowledge
Good to Have :
- MSP/Managed Services/IT Services background
- Exposure to Hybrid Cloud Environments
- Experience in service transition or infrastructure migration projects
- Certifications : ITIL, PMP or other project management certifications.
Skills
IT Service Delivery, IT Infrastructure, Cloud Infrastructure, Windows Administration, ITIL, Hybrid Cloud