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Service Delivery Manager Role JD
Department: Managed Services – CX & Support
Role Type: Full Time
Location: Thane, Mumbai
Experience Required: 6–10 Years
Reporting To: Head – Service Delivery/ Director – Operations
Budget- 10 lpa to 14 lpa
Our Vision:
We exist to help businesses derive real business value from technology. Technology, on its
own, does not create impact. Impact is created when technology is intentionally aligned to
business outcomes, implemented with discipline, and operated with consistency
Our organisation is built to help businesses move from Reactive technology decisions,
Tool-led implementations, and fragmented operations to a business-aligned, outcome-
driven, and well-governed technology function
Role Summary:
The Service Delivery Manager (i.e., SDM) is accountable for end-to-end service delivery for
our Managed Services team, comprising technical engineers. The SDM ensures SLA
adherence, service quality, CSAT, and operational efficiency across multi-domain service
environments.
This is a semi-technical leadership role requiring high-level technical architecture
understanding, strong governance, cross-functional coordination, and stakeholder
management. The SDM acts as the primary SPOC for all customer-related engagements
and should be excellent at communication. The Sevice Delivery Manager should be able to
able position Technosprout as a strategic IT partner.
Key Responsibilities:
1. Team Leadership & Management
● Lead, govern, and manage a team of up to 10 technical engineers
● Monitor & drive the team’s assigned annual OKRs
● Conduct daily performance reviews & share qualitative feedback
● Drive ownership, accountability, and always maintain a customer-first culture
2. Service Delivery & Governance
● Lead and drive service delivery performance across all enterprise accounts
● Ensure 100% adherence to all agreed internal & external SLAs
● Monitor service performance dashboards and execute corrective actions
● Adhere to delivery processes by using defined frameworks
● Ensure compliance with service quality standards and audit requirements
● Conduct regular agreed customer review meetings (i.e., Monthly/Quarterly)
● Be upto date on latest trends in IT to continuously add value to existing and new
customers
3. CSAT Governance
● Drive customer satisfaction initiatives across service engagements
● Ensure a consistent annual CSAT score of 4+
● Analyze & execute on all actionable customer feedback for improvements
4. Reporting & Analytics
● Prepare and present service reports & dashboards to leadership and customers
● Track SLA progress, incident & request trends, ticket quality, and resolution
timelines
5. Collaboration & Project Management
● Lead & ensure all project deliverables are met 100% within the agreed SLAs
● Drive all internal & external cross-team collaborations for all service-related &
project execution engagements
Educational Qualifications:
● Bachelor’s degree in Engineering/IT/Computer Science (preferred)
● ITIL Certification higher than the foundation level (preferred)
● Service Delivery/Project Management certifications (good to have)
● Previous Experience as an IT Manager in a Growing business will be a good value
addition