Service Delivery Manager

Req ID: 341032 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Service Delivery Manager to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Service Delivery Manager
8–10 Years Experience
Acts as the primary interface between the customer and the support/vendor 
organization, ensuring high service availability, operational stability, and continuous 
improvement of the AI/ML platform. 
KEY RESPONSIBILITIES
• Service Ownership: Serve as the single point of contact for all support and servicerelated interactions between client team and support/vendor organization.
• Incident Management: Ensure system uptime (99.5%+ SLA) through timely tracking 
and resolution of incidents and service requests. Manage P1/P2/P3/P4 incidents per 
defined SLAs.
• Support Operations: Manage and publish weekly support rosters to ensure 
uninterrupted 8x7 coverage (8 AM to 8 PM, 7 days/week). Plan for holidays, leaves, 
and contingencies.
• Resource Management: Allocate and rotate support staff (15-25 people) to ensure 
balanced workloads, skill development, and backup availability across L1, L2, and L3 
support tiers.
• Lifecycle Management: Oversee end-to-end incident lifecycle from ticket creation 
through resolution including logging, categorization, prioritization, assignment, 
escalations, and closure.
• Root Cause Analysis: Conduct thorough RCA for critical incidents (P1/P2) and 
implement preventive measures. Track recurring issues and drive permanent fixes.
• Cross-functional Coordination: Coordinate cross-functional teams including 
DevOps, backend developers, AI/ML engineers, database administrators, and 
infrastructure support.
• Service Reviews: Conduct weekly service reviews with delivery teams and monthly 
business reviews with stakeholders covering KPIs, incident trends, and improvement 
plans.
• SLA Management: Monitor and report on SLA compliance (response time, resolution 
time, uptime). Take corrective actions for SLA breaches.
• Knowledge Management: Build and maintain knowledge base, runbooks, 
troubleshooting guides, and FAQs. Ensure knowledge transfer and documentation.
• Continuous Improvement: Drive continuous improvement initiatives including 
automation of repetitive tasks, process optimization, self-service capabilities, and 
proactive monitoring.
• Vendor Management: Manage relationships with third-party vendors, cloud 
providers, and tool vendors. Track vendor SLAs and escalate issues.
• Change Management: Participate in change advisory board (CAB) meetings. Assess 
impact of changes on service stability and user experience.
• Capacity Planning: Monitor resource utilization, ticket volumes, and support team 
capacity. Plan for scaling support operations based on growth.
CORE COMPETENCIES
• IT service delivery management with ITIL v3/v4 framework expertise.
• Incident, problem, and change management using tools like ServiceNow, Jira Service 
Management, or Zendesk.
• Enterprise support operations (8x7 or 24x7 environments) with multi-tier support 
models.
• Cross-functional coordination across technical teams and business stakeholders.
• Service metrics, reporting, and continuous improvement (KPIs: MTTR, MTBF, First Call 
Resolution, Customer Satisfaction).
• SLA management and performance tracking with experience in penalty/bonus 
structures.
• Cloud platform operations (AWS, Azure, GCP) and monitoring tools (Datadog, New 
Relic, Prometheus).
• Communication and escalation management with ability to handle high-pressure 
situations.
KEY DELIVERABLES
• Weekly support rosters with 8x7 coverage allocation and backup plans.
• Daily incident reports, weekly service summaries, and monthly performance 
dashboards.
• SLA compliance reports with trend analysis and improvement recommendations.
• Root cause analysis (RCA) reports for critical incidents with corrective/preventive 
actions.
• Knowledge base articles, runbooks, and standard operating procedures (SOPs).
• Service improvement plans with automation initiatives and process optimizations.
• Capacity planning reports and resource utilization metrics.
KEY PERFORMANCE INDICATORS
• System uptime: 99.5%+ monthly average
• P1 incident response time: 
• P1 incident resolution time: 
• P2 incident resolution time: 
• First Call Resolution (FCR): >70%
• Mean Time To Repair (MTTR): 
• Customer Satisfaction (CSAT): >4.0/5.0
• SLA compliance: >95%
QUALIFICATIONS
• Bachelor's degree in Computer Science, IT, or related field.
• ITIL v3/v4 Foundation certification required; ITIL Expert/Managing Professional 
preferred.
• Certified in incident/problem management or service management frameworks.
• 8-10 years of IT experience with 4+ years in service delivery management roles.
• Experience managing support operations for AI/ML platforms, cloud services, or SaaS 
products.
• Proven track record of achieving 99%+ uptime SLAs in production environments

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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