Service Delivery Manager

Description

Ciklum is looking for a Service Delivery Manager to join our team full-time in India.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4, 000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Service Delivery Manager, become a part of a cross-functional development team engineering experiences of tomorrow.

You will lead and support RunOps initiatives, proactively managing project health and aligning with customer expectations. Key responsibilities include strategic planning, overseeing operational processes, handling client communications, and ensuring continuous service improvement through the implementation of best practices in service delivery and project management. You will also drive the onboarding of new projects, manage operational escalations, and guide teams through the lifecycle of managed services operations (including automation, monitoring, and incident resolution across various channels such as service desk platforms, email, and remote support tools).

Responsibilities

• Proactively manage the health of RunOps projects through strategic planning, operational leadership, and continuous service improvement
• Oversee the onboarding and transition of new projects, ensuring a seamless integration into ongoing operations
• Lead teams to resolve operational issues using advanced RunOps methodologies, such as automation, cloud monitoring, and incident management frameworks
• Conduct regular client health checks, ensuring high levels of satisfaction and managing service-level agreements (SLAs)
• Act as a critical point of escalation for service-related issues, ensuring rapid resolution and high-quality service delivery
• Drive internal and external service review meetings covering performance, process improvement, quality metrics, and operational excellence
• Utilize ITIL, Agile, and other relevant frameworks to streamline operations and improve service delivery
• Monitor, control, and support the entire service delivery lifecycle using industry-standard tools such as Jira, Confluence, or ITSM platforms (e. g. , Zendesk/Freshdesk)
• Develop, implement, and manage project tracking, reporting systems, and dashboards for transparency in service delivery
• Collaborate closely with cross-functional teams, including presales, account managers, and technical leads, to ensure client requirements are met
• Lead and manage a team, including recruitment, training, mentoring, performance management, and resource allocation

Requirements

• Technical Expertise: Hands-on experience with ITSM platforms (e. g. , Jira Service Desk, Zendesk), automation tools, cloud services (AWS, Azure), and monitoring systems
• Service-Oriented Mindset: Passion for service improvement and a commitment to delivering high-quality customer experiences
• Leadership Skills: Proven experience in managing, mentoring, and scaling teams in an operational environment
• Project Management: Strong project planning and management skills with experience in running IT and operational support projects, following Agile or ITIL methodologies
• Communication: Excellent written and verbal communication skills in English, with the ability to effectively communicate with clients and technical teams
• Collaborative Approach: Ability to work both independently and in collaboration with global teams across multiple time zones
• Problem-Solving: A proactive approach to identifying operational bottlenecks, improving efficiency, and resolving escalated issues
• Flexibility: Willingness to work flexible hours to accommodate global team requirements an urgent client needs
• Tools Expertise: Proficiency in project management tools (Jira, Confluence), communication platforms (Slack, Teams), and ITSM solutions (Freshdesk, Zendesk)

Desirable

• Minimum of 8+ years of experience in an IT or managed services environment, ideally with exposure to RunOps or operational support functions
• Previous experience as a Delivery Coordinator, Team Lead, or Project Manager within managed services or IT operations
• ITIL, PMP, Agile, or other project management/IT certifications are a plus
• A solid understanding of modern enterprise IT infrastructure, cloud technologies, and automation tools is highly desirable

What's in it for you

• Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, as well as financial and legal consultation
• Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy licence, language courses and company-paid certifications
• Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
• Flexibility: hybrid work mode at Chennai or Pune
• Opportunities: we value our specialists and always find the best options for them. Our Resourcing Team helps change a project if needed to help you grow, excel professionally and fulfil your potential
• Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
• Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events