Senior Service Delivery Manager

Role - Senior Service Delivery Manager
Exp - 8 to 12 years
Location
- Pune
Work model - 5 days work from office.
Domain - Payment's domain mandatory
Key Skills - Incident Management, Change Management, Escalation Management, SLA, KPI, ITIL, Risk Management, Service Delivery Management, Client/Stakeholder Management
Budget - 18 LPA

JOB MISSION
As part of Payment Services, the individual will own end-to-end service delivery for assigned clients, ensuring operational stability, SLA compliance, customer satisfaction, and effective governance of contractual and commercial commitments.
The role requires close collaboration with Support, Infrastructure, Engineering, Dev Ops, Security, Product, Finance, and Client teams to deliver high-quality services, manage risks and escalations, and drive continuous service improvement.

JOB OBJECTIVES
Service Delivery and Commercial Governance
Own end-to-end service delivery and ensure adherence to SLAs, KPIs, contractual commitments, and service catalogue offerings.
Monitor service performance, operational risks, escalations, backlog trends, and overall service health.
Govern service consumption, effort tracking, chargeable activities, and support invoicing and commercial reporting processes.
Manage change requests, out-of-scope activities, and contractual obligations in collaboration with internal and customer stakeholders.
Ensure effective governance of incidents, problems, changes, releases, and service requests.
Customer and Stakeholder Management
Act as the primary service delivery contact for assigned clients.
Conduct service reviews, governance meetings, SLA reviews, and escalation discussions.
Provide regular reporting on service performance, risks, service consumption, and improvement initiatives.
Manage customer expectations and communications during critical incidents and major service disruptions.
Build strong relationships with customer stakeholders and ensure alignment between business needs and service delivery priorities.
Operational Excellence and Continuous Improvement
Coordinate with Support, Infrastructure, Engineering, Dev Ops, Security, and Product teams to ensure service continuity and operational readiness.
Oversee production changes, release readiness, and post-release stabilization activities.
Ensure compliance with operational processes, security requirements, audit standards, and governance policies.
Drive service improvement initiatives focused on stability, efficiency, automation, and customer experience.
Support resource planning, capacity management, knowledge management, and operational maturity initiatives.