Service Delivery Manager – IT Operations & Support Services

Hello Visionary!

At Siemens, we believe reliable IT services are the backbone of digital transformation. We empower our teams to drive operational excellence, innovation, automation, and continuous improvement while delivering secure, scalable, and business-critical IT services across the enterprise.

We're looking for a Service Delivery Manager - IT Operations & Support Services to join our team and play a key role in owning, managing, and continuously improving our enterprise IT operations and support services.

You'll make a difference by:

• Taking ownership of an enterprise-wide IT Operations and Support Service covering IT infrastructure and a portfolio of non-custom applications.
• Driving the management, performance, governance, and continual improvement of IT services in collaboration with local and global stakeholders.
• Maintaining accurate service documentation, operational procedures, service catalogs, and support models.
• Proactively identifying service risks, implementing mitigation strategies, and ensuring service continuity.
• Challenging ineffective operational practices and driving process optimization initiatives.
• Leading service improvement programs through automation, standardization, and implementation of GitOps practices.
• Managing major incidents and coordinating bridge calls to ensure rapid restoration of critical services.
• Monitoring service performance through KPIs, SLAs, operational dashboards, and governance reviews.
• Working closely with service owners, technical teams, suppliers, and business stakeholders to ensure service excellence.
• Driving compliance, audit readiness, and adherence to enterprise IT governance standards.
• Leading automation initiatives that enhance operational effectiveness and reduce manual effort.
• Providing regular operational reporting and strategic recommendations to management and leadership teams.

You'll win us over by:

Education & Experience

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 8-12 years of overall IT experience with strong exposure to IT Infrastructure, Operations, and Service Management.
• Minimum 3+ years of Service Delivery Management or IT Operations Management experience in a complex enterprise environment.
• Experience managing business-critical services involving multiple internal and external stakeholders.
• Hands-on technical background in system administration, network administration, or infrastructure support.
• ITIL certification and other relevant industry certifications are highly desirable.

Must-Have Skills

• Strong experience in IT Service Management (ITSM) principles and operational governance.
• Practical experience with ITSM platforms including service configuration, workflow management, dashboarding, and reporting.
• Proven expertise in managing business-critical IT services and ensuring service availability and reliability.
• Experience handling and coordinating Major and Critical Incidents.
• Strong understanding of ITIL-aligned Service Management processes.
• Experience in:
• Service Delivery Management
• Support Service Management
• Capacity and Workload Planning
• KPI and SLA Management
• Compliance and Governance Management
• Supplier/Vendor Management
• Service Reporting and Executive Communication
• Continuous Service Improvement
• Automation and Operational Excellence Initiatives
• Knowledge of Cloud Technologies at infrastructure and platform levels.
• Familiarity with Agile methodologies, DevOps practices, and GitOps frameworks.
• Demonstrated ability to identify and resolve governance, operational, and service-quality challenges.
• Experience applying AI-powered tools and automation to improve operational productivity and service performance.
• Strong stakeholder management and communication skills across technical and business teams.
• Excellent analytical, problem-solving, decision-making, and leadership capabilities.

Desirable Skills

• Experience managing globally distributed support and operations teams.
• Project and Program Management experience.
• Exposure to Infrastructure as Code (IaC), automation platforms, and modern cloud operations.
• Knowledge of Enterprise Monitoring, Observability, and Service Reliability practices.
• Experience driving digital transformation and operational modernization initiatives.
• Understanding of cybersecurity, risk management, and compliance frameworks.
• Exposure to Continuous Delivery and Site Reliability Engineering (SRE) concepts.
• Relevant certifications such as:
• ITIL Foundation/Intermediate/Managing Professional
• PMP / PRINCE2
• Scrum Master / SAFe
• Microsoft Azure / AWS Certifications
• DevOps Certifications

What You'll Gain

• Opportunity to lead and transform enterprise-scale IT Operations and Support Services.
• Exposure to modern digital operations, automation, cloud technologies, and GitOps practices.
• Collaboration with global teams across business, technology, and operations domains.
• Ownership of strategic initiatives that directly impact service quality and business outcomes.
• A culture focused on innovation, continuous learning, and professional growth.
• The ability to drive operational excellence and influence the future of enterprise IT services.

Additional Information

• Location: Pune, India
• Team Size: 11-member service team based in Pune
• Service Ownership Model: Shared responsibility between local organization and global headquarters
• Service Coverage: 08:00 CET to 17:00 CET

This role, based in Pune, is an individual contributor position. You may be required to visit other locations within India and internationally. In return, you'll have the opportunity to work with teams shaping the future.

At Siemens, we are a collection of over 312,000 minds building the future, one day at a time, worldwide. We are dedicated to equality and welcome applications that reflect the diversity of the communities we serve. All employment decisions at Siemens are based on qualifications, merit, and business need.

Bring your curiosity and imagination, and help us shape tomorrow

Find out more about Siemens careers at: www.siemens.com/careers