We are seeking an experienced and highly driven Lead Service Delivery Manager to lead a team in delivering worldclass IT services across global customers. This role is ideal for a strong people leader with deep expertise in IT service delivery, managed services, and customer engagement at senior levels.
Key Responsibilities:
Leadership & Delivery Management:
➤ Lead and manage a team of Service Delivery Managers to execute all operational and contractual obligations for assigned customers.
➤ Define, plan, track, and manage project deliverables and service targets to ensure successful outcomes.
➤ Oversee multiple concurrent projects at a global scale.
Customer & Stakeholder Engagement
➤ Serve as the primary operational point of contact for customers at both strategic and operational levels.
➤ Manage customer expectations with confidence and maintain strong relationships with seniorlevel stakeholders.
Service Quality & Process Improvement
➤ Monitor and evaluate service delivery performance, ensuring costeffective and efficient operations.
➤ Identify opportunities to optimize services and processes, driving continuous improvement initiatives.
Team Development
➤ Mentor, coach, and develop the Service Delivery Management team to strengthen capabilities and support longterm growth.
Financial & Resource Management
➤ Oversee resource planning, cost monitoring, and project P&L to ensure financial success.
➤ Manage vendor relationships to ensure delivery performance meets standards.
Project Implementation
➤ Provide leadership support during project transition and implementation phases.
Requirements
Tower 1 - Breakfix /Field Support Services
· Strong background in hardware break-fix / field support operations
· Experience supporting the US region
· Strong exposure to break-fix / field support (HP, HPE, Lenovo, Dell or equivalent environments)
· Experience collaborating with US Delivery Managers and managing PH+US delivery structure
· Proven escalation handling and day-to-day service delivery ownership
· Excellent English communication (written & verbal).
· High maturity, strong EQ, and ability to operate independently under pressure
· Team-oriented with strong organizational and stakeholder-management
Advantageous skills or nice-to-haves:
· Bachelor’s or Associate degree in Information Technology, Computer Science and other related field
· Exposure to client accounts or large global enterprises
· Experience in infrastructure-heavy or large offshore delivery setups
· Prior leadership of multiple SDMs or large multi-tower operations beyond standard scope
· ITIL knowledge or certification (preferred but not required)
· Strong analytical skills
· Strong leadership skills with proven experience of managing about 3-5 managers and total team strength of > 50