Service Delivery Manager (DFS)

About the role

Job Description – Common Services Service Delivery Manager (SDM) (L4) Common Services Governance & Service Management Location: Hyderabad / Bangalore Experience: 12–15+ Years Role Summary The Common Services Service Delivery Manager (SDM) will be responsible for leading and governing the delivery of Common Services across Service Management, ITSM Processes, ServiceNow Platform Services, Capacity Management, Incident Management, Major Incident Management, Change Management, Software Asset…

What you'll do

• Provide overall governance and delivery oversight across all Common Services functions, ensuring alignment with contractual obligations, operational objectives
• Lead service reviews, governance forums, operational review meetings, and stakeholder engagements across Common Services
• Ensure consistent execution of ITSM processes including Incident, Major Incident, Change, Capacity, Asset, and Process Management
• Oversee Major Incident and Critical Situation management, ensuring effective escalation, communication, restoration, and executive reporting
• Drive service performance improvements through trend analysis, KPI reviews, SLA monitoring, and continual service improvement initiatives

What you need

• 12–15 yrs of experience
• ServiceNow
• ITIL
• Performance management
• Any graduate

Good to have

• Power BI