DTICI_Global SIAM_Delivery Manager_T6

Position - Service Delivery Manager

Availability From

Qualification : Bachelor’s degree in Computer Science / Information Technology / Engineering or related field (MBA or relevant certifications preferred)

Level - T6

Experience - 12+ Years in IT with strong experience in Service Delivery / IT Operations

Work Location - Bangalore

24x7 Shifts - No (however, should be flexible to support critical incidents or global clients if required)

Job Summary –

• The Service Delivery Manager is responsible for managing end-to-end IT service delivery, ensuring services are delivered as per agreed SLAs, KPIs, and business expectations.
• The role focuses on operational excellence, client satisfaction, service quality, and continuous improvement while acting as the primary interface between clients, technical teams, and support functions.
• This role is accountable for translating business strategy and operational needs into structured, executable IT initiatives and ensuring successful end-to-end delivery of technology solutions.
• The SDM acts as the front door to IT for their business stakeholders owning demand intake, shaping solutions, driving cross-functional execution, and ensuring measurable business value realization.
• This is not a purely project management role. It is a hybrid leadership position requiring strong business partnership, governance discipline, and delivery accountability.

Key Responsibilities: Strategic Business Partnership

• Serve as the dedicated IT partner for assigned business units.

• Build trusted relationships with senior business leaders.

• Develop deep understanding of business strategy, priorities, and operational challenges.

• Act as the single point of coordination for IT engagement with those business functions.

• Proactively identify technology opportunities that improve efficiency, risk posture, and business performance.

Demand Management & Solution Shaping

• Own and manage the intake of new business requests.

• Facilitate structured requirement gathering sessions.

• Engage appropriate IT domain leaders to evaluate feasibility and solution options.

• Ensure initiatives are properly scoped, prioritized, and aligned to enterprise standards.

• Lead development of business cases, including scope, benefits, cost estimates, and risk considerations.

End-to-End Delivery Accountability

• Lead approved initiatives through full lifecycle execution from planning through deployment and transition to operations.

• Coordinate cross-functional teams across infrastructure, applications, security, and vendors.

• Provide clear and consistent status reporting to stakeholders and leadership.

Governance & Portfolio Discipline

• Maintain visibility into the portfolio of initiatives for assigned business units.

• Ensure alignment with IT standards, architecture principles, security requirements, and financial controls.

• Participate in prioritization forums and portfolio review discussions.

• Escalate delivery risks, capacity conflicts, or cross-functional bottlenecks when required.

Value Realization & Service Continuity

• Ensure delivered solutions meet defined business objectives.

• Partner with operations teams to ensure smooth transition to steady-state support.

• Monitor post-delivery performance and stakeholder satisfaction.

• Identify continuous improvement opportunities across delivered services.

Qualifications:

Experience: 16+ years

Education: Bachelor’s Degree

• Knowledge of IT Service Management (ITSM) processes
• Familiarity with ITIL framework
• Experience with tools such as ServiceNow, confluence, virtual clients or similar platforms
• Strong data analysis and reporting skills

• Strong business stake holder management skills