Service Delivery Manager

We are seeking an Service Delivery Manager (SDM) responsible for overseeing end-to-end service delivery, SLA adherence, KPI tracking, and operational excellence. This role will act as the primary interface with client stakeholders, lead FMC (Fast Management Connect / governance) meetings, and ensure seamless coordination across delivery teams to maintain high service quality and customer satisfaction. specializing in SLA governance, KPI reporting, operational management, and client engagement, leveraging tools such as ServiceNow, Jira, Power BI, Excel dashboards, ITIL frameworks, and performance tracking systems. This role is critical to ensuring consistent, high-quality service delivery and stakeholder satisfaction.

Skills / Experience

• 7 years of experience in - Strong experience in Service Delivery Management / IT Operations (ITIL / ITSM)
• 5 years of experience in - SLA management, KPI definition, performance tracking, leading governance forums (FMC, weekly/monthly reviews)
• 5 years of experience in - Knowledge of ITIL processes (Incident, Problem, Change, Service Management), reporting and dashboards (Excel, Power BI, ServiceNow)
• 5 years of experience in - Strong understanding of application support and managed services models, managing cross-functional and distributed teams
• Bachelor's Degree or higher in Information Systems, Computer Science, or equivalent experience.

Role / Job Description

• Own and manage SLA tracking and KPI reporting across services; Lead FMC / governance meetings with stakeholders, including status updates, risks, and escalations
• Drives SLA compliance and operational accountability; Provides transparency through structured KPI reporting and governance
• Act as the onsite point of contact for client engagement and communication; Oversee day-to-day team operations, ensuring smooth service delivery
• Monitor and manage incident, problem, and change management processes; Identify and drive process improvements and operational efficiencies
• Ensures alignment between business expectations and delivery execution; Enables continuous improvement and operational efficiency
• Ensure accurate and timely reporting of service performance metrics; Manage escalations, risks, and issue resolution across teams
• Coordinate with offshore teams to ensure alignment and continuity; Excellent stakeholder management and relationship-building skills
• Strong communication and presentation skills (client-facing; Ability to handle escalations and high-pressure situations
• Strong leadership and team management capability; High level of ownership, accountability, and decision-making ability
• Excellent stakeholder management and relationship-building skills; Strong communication and presentation skills (client-facing)
• Ability to handle escalations and high-pressure situations; Strong leadership and team management capability
• High level of ownership, accountability, and decision-making ability

Secondary Skills / Good to have

• Exposure to Life Sciences / Pharma domain (preferred for Market Access context); Experience with financial governance (billing, effort tracking, utilization)
• Experience working in Agile / hybrid delivery models; Basic understanding of data analytics and reporting frameworks
• Familiarity with automation and reporting tools; Knowledge of DevOps and release management processes.