About the role

The Service Delivery Manager will lead end-to-end service operations, ensuring compliance with SLAs and KPIs while managing escalations. They are responsible for driving continuous improvement, overseeing daily operations, and maintaining high standards of service quality.

What they look for

Service delivery management SLA management KPI management Incident management Problem management Change management Service governance Stakeholder management Reporting Process improvement Vendor management Resource planning Service quality assurance Team leadership Communication skills

Requirements

Candidates must have a bachelor's degree or equivalent experience in service delivery or operations management. Strong proficiency in service governance, incident management, and stakeholder communication is required.

Benefits

Growth opportunities Professional development programs Inclusive work environment

Full description

What Working at Hexaware offers: Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed. Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance. With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles. At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together. We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.

What would you do?

Job Description:

Position: Service Delivery Manager

We are hiring a Service Delivery Manager to lead end-to-end service operations, ensure SLA and KPI compliance, manage escalations, and drive continuous improvement. This role is responsible for maintaining service quality, improving customer satisfaction, and supporting efficient day-to-day delivery.

Key Responsibilities

Manage end-to-end service delivery and ensure SLAs, KPIs, and contractual commitments are met.
Act as the main point of contact for service performance, escalations, and service reviews.
Track and report key service metrics such as SLA compliance, MTTR, and uptime.
Coordinate incident, problem, and change management activities.
Oversee daily operations, resource planning, and service quality.
Lead process improvement initiatives to improve efficiency and reduce costs.
Manage vendor and third-party performance where applicable.
Prepare regular service reports and stakeholder updates.
Maintain SOPs, runbooks, and knowledge documentation.
Support customer satisfaction improvement initiatives.
Monitor service costs and support renewals or scope changes.
Coach team members and support performance development.

Requirements

Bachelor’s degree or equivalent relevant experience.
Experience in service delivery, operations, or service management.
Strong knowledge of SLA/KPI management and service governance.
Familiarity with incident, problem, and change management.
Strong communication, reporting, and stakeholder management skills.
Ability to lead teams and drive continuous improvement.

Equal Opportunities Employer: Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.

Find out more at Hexaware.com.