Service Delivery - Manager

Location: India

The Service Delivery Manager will lead end-to-end service delivery across Microsoft 365, Azure and Internal IT support. The role is accountable for service governance, operational performance, customer engagement, support-team leadership and continual improvement, ensuring services are delivered securely, consistently and in line with agreed service levels.

What You’ll Do:

1. Service Delivery & Governance

Own end-to-end delivery across Microsoft 365, Azure and Internal IT support services.

Establish operating cadence, service reviews, escalation paths, RACI, SOPs and governance controls.

Act as the primary operational contact for customers, internal stakeholders and technical teams.

1. Incident, Request, Problem & Change Management

Ensure incidents and service requests are logged, classified, assigned and resolved within agreed SLAs.

Lead major incident coordination, stakeholder communications, post-incident reviews and corrective actions.

Drive problem management, root-cause analysis, known-error tracking and change governance through CAB.

1. Team & Shift Management

Lead L1/L2 support engineers, allocate workload and manage rosters, handovers, leave coverage and on-call readiness.

Conduct daily reviews, coaching, knowledge checks and targeted upskilling across Microsoft 365, Azure and workplace services.

Maintain clear ownership and effective escalation to L3 teams, Microsoft and other vendors.

1. Microsoft 365 Service Oversight

Oversee support for Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, Intune, Defender and Microsoft Purview.

Ensure tenant health monitoring, licence governance, identity and access controls, and policy exceptions are managed securely.

Review recurring issues, service-health advisories, administrative changes and operational risks.

1. Azure Operations Oversight

Coordinate Azure infrastructure monitoring, alert triage, backup, patching, availability, performance and capacity management.

Track cloud incidents, vendor escalations, cost-optimisation actions and operational changes.

Ensure access, security, documentation and handover controls are followed for supported Azure services.

1. Internal IT Operations

Oversee user onboarding and offboarding, endpoint and application support, access requests, asset coordination and workplace IT services.

Ensure internal policies, security baselines, inventory records and operational checklists remain current.

Coordinate with HR, Finance, Security and business teams for timely fulfilment and risk management.

1. SLA, KPI & Reporting

Own reporting for SLA performance, backlog, ageing, reopen rate, response and resolution trends, customer satisfaction and service availability.

Prepare weekly and monthly service reports covering risks, actions, capacity insights and improvement plans.

Use data to identify recurring demand, process gaps, automation opportunities and resource needs.

1. Knowledge, Compliance & Continual Improvement

Ensure SOPs, KBAs, runbooks, architecture references and escalation matrices are maintained and used.

Support audit evidence, access reviews, compliance controls and operational-readiness checks.

Maintain a continual-service-improvement register and deliver measurable improvements in quality, efficiency and customer experience.

1. Stakeholder & Commercial Coordination

Run service-review meetings and communicate status, risks, dependencies and decisions clearly.

Validate scope boundaries and route enhancements through estimation, approval and change-request processes.

Support resource planning, recruitment, transition, renewals and service-expansion discussions.

What You’ll Bring:

• Bachelor's degree in IT/Engineering or equivalent; ITIL certification preferred
• 3-5 years leading service delivery or support operations, 6+ years in IT operations / managed services, total 10-15 years of experience
• Practical knowledge of ITIL-based incident, request, problem and change management.
• Ability to lead multi-technology support teams with customer governance and SLA ownership.
• Strong understanding of Microsoft 365 and Azure operations, identity, endpoint, security and collaboration services.
• Experience with service-management platforms such as Freshdesk or ServiceNow.
• Strong stakeholder communication, escalation management, reporting and decision-tracking skills.
• Analytical approach to KPI trends, backlog management, recurring issues, capacity and continual improvement.