Add office photos
All Filters
923 Virtusa Consulting Services Jobs
SDM Professionals
Virtusa Consulting Services
posted 5d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- We are seeking a highly motivated and experienced Service Delivery Manager (SDM) to join our dynamic Managed Services team
- As an SDM, you will play a pivotal role in ensuring the successful delivery of IT support services to our clients in the pharmaceutical domain
- You will be responsible for leading and managing a team of support professionals, overseeing service level agreements (SLAs), and driving continuous improvement within the service delivery process
- Lead and manage a team of support professionals, providing coaching, mentoring, and performance management
- Oversee the day-to-day operations of the service desk, ensuring efficient incident and request resolution
- Develop, implement, and maintain service delivery processes in accordance with ITIL best practices
- Manage service level agreements (SLAs) with clients, proactively identifying and mitigating risks
- Monitor and report on key service delivery metrics (KPIs) such as resolution times, first call resolution rates, and customer satisfaction
- Identify opportunities for process improvement and implement initiatives to enhance service delivery efficiency
- Escalate critical issues and manage relationships with other teams (development, infrastructure) to ensure timely resolution
- Collaborate with sales and account management teams to understand client needs and ensure service delivery alignment
- Develop and maintain documentation related to services, processes, and procedures
- Contribute to the development and implementation of new service offerings
- QualificationsBachelors degree in Computer Science, Information Technology, or a related field (preferred)
- Minimum 8-10 years of experience in IT service delivery or a related field
- Proven experience in leading and managing a team of technical support professionals
- Strong understanding of ITIL principles and best practices (ITIL v4 Foundation certification a plus)
- Experience with service level agreements (SLAs) and service management tools
- Excellent problem-solving and analytical skills
- Strong communication, interpersonal, and negotiation skills
- Ability to work independently and as part of a team in a fast-paced environment
- Excellent organizational and time management skills
- Experience with ticketing systems and IT service management tools (eg, ServiceNow) a plus
- Technical SkillsMust-HaveExperience in data integration, ingestion, and reconciliation
- Proficiency with Snowflake, AWS Services, and DBT
- Nice-to-HaveExperience with PowerBi, Qlik Replicate, Fivetran, Snaplogic, Globalscape, Python, Full stack (Node/React
- js), AI/ML, Informatica ETL, Oracle PL/SQL, Qliksense/Qlikvie
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Professional roles with real interview advice
What people at Virtusa Consulting Services are saying
What Virtusa Consulting Services employees are saying about work life
based on 4.6k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Virtusa Consulting Services Benefits
Submitted by Company
Paid Sick Leave Group Insurance Flexible Schedule Education/Training/Tuition/Certification Reimbursement
Submitted by Employees
View more benefits 
Compare Virtusa Consulting Services with
Cognizant
Compare
TCS
Compare
Infosys
Compare
Accenture
Compare
Compare
Wipro
Compare
HCLTech
Compare
Tech Mahindra
Compare
Capgemini
Compare
IBM
Compare
Genpact
Compare
DXC Technology
Compare
NTT Data Information Processing Services
Compare
Sutherland Global Services
Compare
CGI Group
Compare
GlobalLogic
Compare
UST
Compare
Nagarro
Compare
Hewlett Packard Enterprise
Compare
Publicis Sapient
Compare
Similar Jobs for you
Virtusa Consulting Services Chennai Office Location
Chennai Office
Virtusa Software Services Pvt. Ltd., 1st Floor, 5th Block, DLF IT Park – SEZ, 1/124 Mount Poonamalee Road, Shivaji Garden Moonlight Stop, Nandambakkam Post, Manapakkam
Chennai
Tamil Nadu 600089
Tamil Nadu 600089
Share an Interview