Senior Service Delivery Manager

Role - Senior Service Delivery Manager\nExp - 8 to 12 years\nLocation- Pune\nWork model - 5 days work from office.\nDomain - Payment's domain mandatory\nKey Skills - Incident Management, Change Management, Escalation Management, SLA, KPI, ITIL, Risk Management, Service Delivery Management, Client/Stakeholder Management\nBudget - 18 LPA\n\nJOB MISSION\nAs part of Payment Services, the individual will own end-to-end service delivery for assigned clients, ensuring operational stability, SLA compliance, customer satisfaction, and effective governance of contractual and commercial commitments.\nThe role requires close collaboration with Support, Infrastructure, Engineering, DevOps, Security, Product, Finance, and Client teams to deliver high-quality services, manage risks and escalations, and drive continuous service improvement.\n\nJOB OBJECTIVES\nService Delivery and Commercial Governance\nOwn end-to-end service delivery and ensure adherence to SLAs, KPIs, contractual commitments, and service catalogue offerings.\nMonitor service performance, operational risks, escalations, backlog trends, and overall service health.\nGovern service consumption, effort tracking, chargeable activities, and support invoicing and commercial reporting processes.\nManage change requests, out-of-scope activities, and contractual obligations in collaboration with internal and customer stakeholders.\nEnsure effective governance of incidents, problems, changes, releases, and service requests.\nCustomer and Stakeholder Management\nAct as the primary service delivery contact for assigned clients.\nConduct service reviews, governance meetings, SLA reviews, and escalation discussions.\nProvide regular reporting on service performance, risks, service consumption, and improvement initiatives.\nManage customer expectations and communications during critical incidents and major service disruptions.\nBuild strong relationships with customer stakeholders and ensure alignment between business needs and service delivery priorities.\nOperational Excellence and Continuous Improvement\nCoordinate with Support, Infrastructure, Engineering, DevOps, Security, and Product teams to ensure service continuity and operational readiness.\nOversee production changes, release readiness, and post-release stabilization activities.\nEnsure compliance with operational processes, security requirements, audit standards, and governance policies.\nDrive service improvement initiatives focused on stability, efficiency, automation, and customer experience.\nSupport resource planning, capacity management, knowledge management, and operational maturity initiatives.