Service Delivery Manager

Req ID: 341032\n\nNTT 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.\n\nWe are currently seeking a Service Delivery Manager to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).\n\nService Delivery Manager \n8\u201310 Years Experience \nActs as the primary interface between the customer and the support/vendor \norganization, ensuring high service availability, operational stability, and continuous \nimprovement of the AI/ML platform. \nKEY RESPONSIBILITIES \n\u2022 Service Ownership: Serve as the single point of contact for all support and service\u0002related interactions between client team and support/vendor organization. \n\u2022 Incident Management: Ensure system uptime (99.5%+ SLA) through timely tracking \nand resolution of incidents and service requests. Manage P1/P2/P3/P4 incidents per \ndefined SLAs. \n\u2022 Support Operations: Manage and publish weekly support rosters to ensure \nuninterrupted 8x7 coverage (8 AM to 8 PM, 7 days/week). Plan for holidays, leaves, \nand contingencies. \n\u2022 Resource Management: Allocate and rotate support staff (15-25 people) to ensure \nbalanced workloads, skill development, and backup availability across L1, L2, and L3 \nsupport tiers. \n\u2022 Lifecycle Management: Oversee end-to-end incident lifecycle from ticket creation \nthrough resolution including logging, categorization, prioritization, assignment, \nescalations, and closure. \n\u2022 Root Cause Analysis: Conduct thorough RCA for critical incidents (P1/P2) and \nimplement preventive measures. Track recurring issues and drive permanent fixes. \n\u2022 Cross-functional Coordination: Coordinate cross-functional teams including \nDevOps, backend developers, AI/ML engineers, database administrators, and \ninfrastructure support. \n\u2022 Service Reviews: Conduct weekly service reviews with delivery teams and monthly \nbusiness reviews with stakeholders covering KPIs, incident trends, and improvement \nplans. \n\u2022 SLA Management: Monitor and report on SLA compliance (response time, resolution \ntime, uptime). Take corrective actions for SLA breaches. \n\u2022 Knowledge Management: Build and maintain knowledge base, runbooks, \ntroubleshooting guides, and FAQs. Ensure knowledge transfer and documentation. \n\u2022 Continuous Improvement: Drive continuous improvement initiatives including \nautomation of repetitive tasks, process optimization, self-service capabilities, and \nproactive monitoring. \n\u2022 Vendor Management: Manage relationships with third-party vendors, cloud \nproviders, and tool vendors. Track vendor SLAs and escalate issues. \n\u2022 Change Management: Participate in change advisory board (CAB) meetings. Assess \nimpact of changes on service stability and user experience. \n\u2022 Capacity Planning: Monitor resource utilization, ticket volumes, and support team \ncapacity. Plan for scaling support operations based on growth. \nCORE COMPETENCIES \n\u2022 IT service delivery management with ITIL v3/v4 framework expertise. \n\u2022 Incident, problem, and change management using tools like ServiceNow, Jira Service \nManagement, or Zendesk. \n\u2022 Enterprise support operations (8x7 or 24x7 environments) with multi-tier support \nmodels. \n\u2022 Cross-functional coordination across technical teams and business stakeholders. \n\u2022 Service metrics, reporting, and continuous improvement (KPIs: MTTR, MTBF, First Call \nResolution, Customer Satisfaction). \n\u2022 SLA management and performance tracking with experience in penalty/bonus \nstructures. \n\u2022 Cloud platform operations (AWS, Azure, GCP) and monitoring tools (Datadog, New \nRelic, Prometheus). \n\u2022 Communication and escalation management with ability to handle high-pressure \nsituations. \nKEY DELIVERABLES \n\u2022 Weekly support rosters with 8x7 coverage allocation and backup plans. \n\u2022 Daily incident reports, weekly service summaries, and monthly performance \ndashboards. \n\u2022 SLA compliance reports with trend analysis and improvement recommendations. \n\u2022 Root cause analysis (RCA) reports for critical incidents with corrective/preventive \nactions. \n\u2022 Knowledge base articles, runbooks, and standard operating procedures (SOPs). \n\u2022 Service improvement plans with automation initiatives and process optimizations. \n\u2022 Capacity planning reports and resource utilization metrics. \nKEY PERFORMANCE INDICATORS \n\u2022 System uptime: 99.5%+ monthly average \n\u2022 P1 incident response time: \n\u2022 P1 incident resolution time: \n\u2022 P2 incident resolution time: \n\u2022 First Call Resolution (FCR): \u003e70% \n\u2022 Mean Time To Repair (MTTR): \n\u2022 Customer Satisfaction (CSAT): \u003e4.0/5.0 \n\u2022 SLA compliance: \u003e95% \nQUALIFICATIONS \n\u2022 Bachelor\u0027s degree in Computer Science, IT, or related field. \n\u2022 ITIL v3/v4 Foundation certification required; ITIL Expert/Managing Professional \npreferred. \n\u2022 Certified in incident/problem management or service management frameworks. \n\u2022 8-10 years of IT experience with 4+ years in service delivery management roles. \n\u2022 Experience managing support operations for AI/ML platforms, cloud services, or SaaS \nproducts. \n\u2022 Proven track record of achieving 99%+ uptime SLAs in production environments\n\nAbout NTT DATA\n\nNTT 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\u0027s 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\u0026D.\n\nWhenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client\u2019s 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.\n\nNTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you\u0027d like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.\n