Bilingual Service Delivery Manager - Bilingual - 10-15 Years

"Role Overview:

We are seeking a highly motivated Service Delivery Manager with Infrastructure and Network Operations(Switching, Routing and Security firewall management) and proven experience managing both onsite and offshore teams. The role requires exceptional communication skills in English with the ability to lead service delivery operations, ensure SLA adherence, and drive customer satisfaction through effective relationship and performance management.

Key Responsibilities:

• Act as the primary point of contact for the client at the onsite location for all service delivery-related matters.

• Manage end-to-end operations, including incident, change, and problem management.

• Manage end-to-end Network Operations (routing, Switching, Security and SD-WAN) in Cisco and Palo Alto Products

• Coordinate and lead a hybrid team (onsite and offshore) ensuring efficient collaboration, workload distribution, and performance tracking.

• Ensure delivery meets contractual SLAs, KPIs, and compliance standards.

• Conduct regular service review meetings with stakeholders and provide reports on service performance, improvements, and risks.

• Drive continuous improvement initiatives across delivery processes to enhance operational efficiency and customer experience.

• Collaborate with technical leads and architects to plan and execute cloud transformation or modernization initiatives.

• Manage escalation management and provide timely resolutions through proactive communication.

• Prepare and present periodic reports to leadership on service metrics, team performance, and customer satisfaction.

• Support resource planning, onboarding, and competency development across the team.

Required Skills & Experience:

• 8–12 years of overall IT experience, with at least 4+ years in a Service Delivery Management role.

• Strong background in IT Network operations and governance.

• Experience handling onsite–offshore delivery models and managing distributed teams.

• Excellent interpersonal and communication skills

• Strong understanding of ITIL processes (Incident, Problem, Change, and Service Request Management).

• Proven ability to manage complex service environments with multiple stakeholders and vendors.

• Experience in customer relationship management and managing service escalations effectively.

• Ability to track and report service performance metrics, and drive service improvement plans.

• Good knowledge of Solarwind and Dynatrace tools

• Experience in Banking, Financial Services and Insurance domain(BFSI) will be a great asset."