Service Delivery Manager
24 hours ago
Techwave, we are always in an exercise to foster a culture of growth, and inclusivity. We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life. People are at the core of everything we do.
Join us
Who are we?
Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of things (IoT).
Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth.
Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible.
And we want YOU to be a part of it
Role: Service Delivery Manager
Experience: 8+ Years
Job type: Permanent
Location: Hyderabad
Role Summary
The Service Delivery Manager will be responsible for ensuring the smooth delivery of enterprise Infrastructure and Platform as a Service (eI(P)AAS) to the Customer. The role focuses on service governance, stakeholder engagement, SLA/KPI management, and vendor coordination rather than deep technical execution. A basic understanding of infrastructure and cloud environments is beneficial to facilitate effective communication with technical teams.
Key Responsibilities
- Oversee the delivery of eI(P)AAS services to meet agreed SLAs and KPIs.
- Act as the primary point of contact between the service provider and stakeholders.
- Lead monthly Delivery Board meetings, presenting service performance, KPI metrics, and improvement plans.
- Coordinate incident, change, and problem management processes at a governance level.
- Ensure vendor performance meets contractual obligations, escalating issues when needed.
- Facilitate communication between technical teams, business stakeholders, and third-party vendors.
- Support budget forecasting, cost tracking, and service improvement initiatives.
- Promote process standardization and adherence to agreed service management frameworks (ITIL).
Tools & Platforms (Awareness Required)
- Service Management Tools: Jira, TopDesk
- Monitoring: LogicMonitor (awareness of capabilities)
- Cloud Platforms: Microsoft Azure IAAS/PAAS (general understanding)
- Virtualization & Infrastructure: VMware, Cisco UCS (conceptual knowledge)
- Storage & Backup: NetApp, Veeam (awareness of functions)
- Collaboration with teams using SCCM/WSUS, Active Directory, DNS/DHCP
Skills & Qualifications
- Bachelor's degree in Business Administration, Information Technology, or related field.
- 5+ years of experience in IT Service Delivery, Program Management, or related roles.
- ITIL v4 Foundation certification preferred.
- Strong stakeholder management and communication skills.
- Experience managing SLAs, KPIs, and vendor performance.
- Ability to translate business requirements into actionable service improvements.
- Basic understanding of IT infrastructure and cloud concepts to liaise effectively with technical teams.
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