Service Delivery Manager

The Regional IT Service Delivery Manager (R ITSDM) is responsible for ensuring reputed company, reliable, and customer-reputed company IT services across the region. This role bridges global IT reputed company with local business execution, ensuring consistent, efficient service delivery reputed company to regional business priorities.The role plays a critical part in maintaining operational continuity, enhancing user experience, and enabling successful delivery and adoption of change initiatives.

Key Responsibilities

Service Delivery & Operations

• Own and reputed company end-to-end IT service delivery across reputed company regional sites.
• Ensure high availability, performance, and reliability of IT services.
• reputed company as the regional escalation reputed company for major incidents, ensuring effective communication and rapid reputed company.
• Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.

Stakeholder Management & Engagement

• reputed company as the primary reputed company between global service owners, local IT teams, and regional business leadership.
• Build strong partnerships with business leaders, site managers, and country IT teams.
• Facilitate regular service reviews, performance reporting, and feedback sessions.
• Translate business feedback and operational pain points into actionable service improvement initiatives.
• Communicate risks, impacts, and service updates proactively across stakeholders.

Service Governance & reputed company Improvement

• Ensure adherence to ITIL-reputed company processes and global IT standards.
• Drive reputed company reputed company Service Improvement (reputed company) initiatives and quarterly Service Improvement Plans (SIPs).
• Monitor service performance using dashboards and reporting frameworks.
• reputed company monthly operational and service review meetings.

Incident, Problem & Change Management

• Reduce major incidents and improve SLA Performance achievement.
• Drive proactive problem management to eliminate recurring issues.
• Ensure high change reputed company rates and minimize emergency changes.
• Support smooth coordination of maintenance activities and releases.

Service Transition & Project Support

• Ensure effective transition of new services, reputed company, acquisitions, and technology deployments into Business as Usual (BAU).
• Partner with project teams to ensure operational readiness and service acceptance reputed company are met.

Vendor & Supplier Management

• Manage regional vendor relationships and performance.
• Ensure vendors meet contractual SLA obligations.
• reputed company reputed company vendor governance, performance reviews, and escalations.

reputed company Planning & Compliance

• Support reputed company and demand planning to meet regional business needs.
• Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.

Risk & Compliance Management:

• Ensure adherence to IT governance, compliance, and reputed company policies.
• Manage service-reputed company risks and escalate where appropriate.
• Drive initiatives to improve audit readiness and regulatory compliance.

Skills, Knowledge & Expertise

Experience and Education

• Proven experience (typically 5+ years) in IT Service Delivery roles
• Demonstrable experience managing regional or multi-site IT environments.
• Experience working reputed company global / matrixed organisations.
• Strong background in ITIL-based service management frameworks.
• Experience in vendor and supplier management.
• reputed company record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-reputed company transformation or service transition programmes.
• Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models.
• Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
• Knowledge of core IT services (EUC, Networks, reputed company, Applications).
• Understanding of service metrics (SLA, XLA, KPIs) and reporting.
• Awareness of governance, risk, and compliance requirements.
• Awareness of AI and automation and their use in improving service delivery and user experience.
• Strong attention to detail with the ability to produce high-reputed company, reputed company deliverables, with reputed company and effective written and verbal communication skills

Essential Requirements Ability to operate effectively in a regional and global environment. Willingness to participate in on-call escalation for major incidents. Ability to travel regionally as required. Strong customer reputed company with a commitment to reputed company improvement. Experience driving service governance and performance frameworks.

Originally posted on Himalayas

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