{"id":1506804,"url":"https://alion.io/job/core-edge-solutions-service-delivery-manager","title":"Service Delivery Manager","company":{"id":3809024,"name":"Core Edge Solutions","domain":"coreedgesolutions.com","url":"https://alion.io/company/core-edge-solutions","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":46000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":10},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-30T05:07:34Z","employer_posted_date":null,"last_verified_at":"2026-09-30T05:07:34Z","board_verified":false,"closed_at":null,"days_open":19,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":19},"description":"We are looking for a Service Delivery Manager in the Bangalore location.\n\nAs 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.\n\nRole Details :\n\nExperience : 8+ years\n\nNotice Period : Immediate to 30 days\n\nShift : BC Shift (4:30 PM - 1:30 AM IST)\n\nEducation : Full-time Graduates. No Diploma candidates\n\nKey Responsibilities :\n\nCustomer Engagement and QBR Ownership :\n\n- Lead Quarterly Business Reviews (QBRs) with customers, demonstrating understanding of business impact and technical delivery.\n\n- Act as the primary point of contact for escalations and strategic discussions.\n\nService Quality and Governance :\n\n- Ensure ticket quality, RCA depth, and WSR accuracy across the team.\n\n- Monitor SLA/KPI adherence and drive corrective actions proactively.\n\nTeam Leadership and Development :\n\n- Mentor and guide SDAs and L2s to improve delivery standards.\n\n- Identify skill gaps and work with HR and the internal team to upskill the team.\n\nProcess Improvement and Reporting :\n\n- Own and improve delivery processes, including incident management, change management, and problem management.\n\n- Provide meaningful insights in reports that link technical performance to business outcomes.\n\nCollaboration and Stakeholder Management :\n\n- Work closely with internal stakeholders to align delivery with customer expectations.\n\n- Collaborate with cross-functional teams to resolve systemic issues.\n\nSkills and Competencies :\n\nMust-Have :\n\n- Prior Experience in Windows Administration and Cloud infrastructure\n\n- MSP/Managed Services/IT Services background\n\n- Must have prior experience of onsite-offshore delivery model and should have directly worked with US/European customers and colleagues.\n\n- Experience in leading technical teams and driving performance\n\n- Strong project management and customer-facing experience\n\n- Must have ITIL process knowledge\n\nGood to Have :\n\n- MSP/Managed Services/IT Services background\n\n- Exposure to Hybrid Cloud Environments\n\n- Experience in service transition or infrastructure migration projects\n\n- Certifications : ITIL, PMP or other project management certifications.\nSkills\nIT Service Delivery, IT Infrastructure, Cloud Infrastructure, Windows Administration, ITIL, Hybrid 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