Posted 09 July, 2026
Service Delivery Manager- Modern Workplace
Michael Page
Hyderabad, TG, IN
Full Time
Reference: 094fff71f2111d65
Job Description
- PF & Gratuity included \n
- Medical benefits included \n\n
- Oversee the end-to-end delivery, ensuring alignment with business objectives and regulatory requirements. \n
- Act as the primary point of contact for Modern Workplace domain, managing both internal teams and external partners/vendors. \n
- Monitor and report on service performance, ensuring agreed-upon KPIs and SLAs are met or exceeded. \n
- Drive service improvements, incident resolution, and root cause analysis for service disruptions. \n
- Manage stakeholder communication, expectations, and satisfaction regarding Modern Workplace Products and Services. \n
- Ensure compliance with security standards, policies, and best practices. \n
- Coordinate daily operations, including user provisioning, de-provisioning, and access reviews. \n
- Track and report on service metrics, preparing regular dashboards and executive reports. \n
- Lead incident and problem management processes related to Modern Workplace Domain. \n
- Collaborate with IT, security, and business teams to understand requirements and deliver enhancements. \n
- Manage relationships with external service providers (,, SaaS vendors), including contract and performance management. \n
- Support audits and compliance activities by providing necessary documentation and evidence. \n
- Identify and implement process improvements to optimize service delivery and user experience. \n
- Facilitate training and awareness sessions, processes and tools for end-users and stakeholders. \n
- Responsible for support, process compliance, documentation, CMDB, and quality of service (SLA) \n
- Coordinates various teams of experts in incident resolution. Manages escalations, crises, and exceptional situations. \n
- Maintains and develops customer relationships \n
- Integrates new services \n
- Bachelor's or Master's degree in Computer Science, Information Technology, or related field. \n
- Proven 10 years experience in IT service delivery or service management, preferably in Modern Workplace solutions. \n
- 3+ years of hand-on-experience with SDM role. \n
- Certification ITIL, particularly in service delivery and incident/problem management. \n
- Ability to interpret and analyze service metrics and KPIs. \n
- Service-now skills \n
- Strong project management and organizational skills. \n
- Excellent communication and stakeholder management abilities. \n
- Analytical and problem-solving mindset, with a focus on root cause analysis and continuous improvement. \n
- Ability to manage multiple priorities and work effectively under pressure. \n
- Customer-oriented attitude with a commitment to delivering high-quality services. \n
- Excellent knowledge of human resources \n
- Fluent in English (additional languages are a plus). \n
- Attention to detail, security mindset, autonomy, synthesis capabilities, proactive and solution oriented \n\n
- A strong understanding of IT service delivery and modern workplace technologies. \n
- Experience working within the FMCG sector or similar industries. \n
- Proven ability to manage projects and deliver results in a fast-paced environment. \n
- Expertise in stakeholder management and effective communication skills. \n
- A proactive approach to problem-solving and decision-making. \n
- Relevant educational qualifications in technology or a related field. \n
About Our Client
\n\nThe hiring organisation is a large organisation in the FMCG sector, recognised for its commitment to innovation and delivering high-quality products. It operates in a fast-paced environment with a focus on leveraging technology to enhance business outcomes.
\n\nJob Description
\n\nLocation- Hyderabad
\n Mode- HybridMAIN RESPONSABILITIES
KEY ACTIVITIES & TASKS
\nPROFILE REQUIREMENTS
\n Technical Competencies
Professional Competencies & skills
\nThe Successful Applicant
\n\nA successful Service Delivery Manager - Modern Workplace should have:
\n
\n Location- Hyderabad
\n Mode- Hybrid
