Service Delivery-Service Delivery Manager-CL at Endava

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

18 Aug, 26

Salary

3000000.0

Posted On

20 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, ITIL, SLA Management, Stakeholder Communication, Contractual Management, Service Design, Service Catalogue Management, Service Governance, Process Management, Commercial Management, CSAT, Problem Management, Service Transition Management, Business Continuity Management, Continual Service Improvement, Operational Coordination

Industry

IT Services and IT Consulting

Description

Company Description Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses. From prototype to real-world impact - be part of a global shift by doing work that matters. Job Description Service Delivery ensures the delivery of our services to our clients and from our clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a product’s value and manage the relationship between the client and our operational services teams. They are responsible for organization and governance, service design, operational excellence, customer experience and continuous service improvement. As a SDM at Endava. Owns managed service governance, SLA performance, stakeholder communication, and operational coordination across support, DevOps, SRE, QA, incident, change, and release functions. Responsibilities: Developing client relationships Contractual Management: actively participates in Client / internal contract negotiations Production of Service Design requirements Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services Process Management: establishment and maintenance of the processes required in the provision of Client Services Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets) Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability CSAT: monitors and influences improved customer experience Problem Management: contributes to problems being addressed in a timely manner, and with minimum impact Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis Service Improvement Management: ensures Continual Service Improvement (CSI) Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services. Acts as bridge between the client and internal operation managers. Qualifications 8+ years of experience Experience working in delivery of similar ITIL aligned services to SLAs. Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting. Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs. Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans. Managing multiple work streams, internal resources and dynamic client priorities. Excellent written and spoken English. Able to write clear and articulate reports. Diplomatic and able to remain calm under pressure. Additional Information At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know. Compensation: INR 2500000 - INR 3000000 - yearly

Responsibilities

The SDM manages managed service governance, SLA performance, and operational coordination across support, DevOps, SRE, and QA functions. They act as the primary bridge between the client and internal operation managers to ensure service excellence and continuous improvement.