Total IT Global

Area Service Delivery Manager


  • Delhi, India

Job purpose

The incumbent is responsible for promoting an ethos of end-to-end service delivery, manage multiple accounts globally and to be accountable for all the SLA’s and SOWs for the assigned clients.

Duties and responsibilities

  • Accountable & Responsible for all SLAs for the assigned clients as per the SOW (Scope of work).
  • Oversee and provide guidance to Transitions Team to get the project smoothly transitioned into BAU stage.
  • Successful service delivery – manage service delivery SLA achievement and high level of customer satisfaction.
  • Monitor overall performance of services and timelines to deliver.
  • Good communication around issues and opportunities get things done, make things happen.
  • Building, maintaining, and analyzing service reports to address any possible delays before it occurs.
  • Monitor, Measure & Manage the performance of Delivery team & Service Desk against client expectations / commitments.
  • Incident management, Escalation management and Asset management (Stock replenishment) for hardware maintenance contracts.
  • Distribute service reports Daily/ Weekly/ Monthly to key internal personal and clients and raise any potential risks/issues.
  • Removing all obstacles to customer satisfaction and / or financial performance.
  • Communicating across organizational boundaries – from bottom to top level.
  • Following up, escalating, and taking action if service delivery is not meeting expectations.
  • See upcoming issues proactively & be ready with the possible solutions.
  • Working with the client delivery teams along with FSO teams to identify and manage service improvement activities.
  • Propose any amendments/ideas to improve processes & to keep customer delight for the long run.
  • Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.
  • Ensuring operations teams are aware of changes and are prepared.
  • Building a healthy professional relationship with key client team members & should connect with them on weekly / Monthly basis (call/face to face)
  • Collaborating with senior management and key account manager on client account management and growth.
  • Partner billing approvals, Monthly billing to client.
  • Need to make sure that the attendance of all FTEs are placed in the projects is 100%.
  • Make sure every assigned project has sufficient pool of backfills to cover the primary.
  • Fortnightly/ Monthly connect with all the FTE.
  • Make sure all the FTE meet the guidelines as per the SOW.
  • Make sure that they have at least 2 succession plans readily available in case of any FTEs resignation or separation.
  • Backfill succession plan should also be readily available & make sure no site stays ideal in the assigned projects
  • Make sure related (Internal + External) teams are looped in immediately as soon as escalations is received & they start working towards normalization of services.
  • To make sure that BCP is initiated in case of any Incident & service continuity is not effected.
  • Hire and retain the best talent via performance management
  • To share the updates in the timely manner to the management.
  • To ensure training and development of resources to meet the continuous demand.
  • To manage the team and drive the achievement of their agreed goals and KPI.


  • Bachelor of engineering (IT or CS) degree minimum. MBA preferred.
  • Professional Certifications:
    • ITIL V3 intermediate Certified
    • Prince V2 Certified – preferred


  • Experience – 10-15 years’ experience, with at least 8-10 years’ experience in Service Delivery Infrastructure
  • Experience in implementing Intel-based servers, UNIX-based servers, and storage hardware from major vendors -IBM, EMC,HP, DELL etc.
  • Key Experience required in Resource Management Field engineer Management Scheduling
  • Working conditions (You may choose to capture this later)
  • Flexible to travel (Locally and international)
  • 50% of the time and work under aggressive project timelines
  • Be available 24/7 as needed by client requirements

Skills and Abilities

  • MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation skills.
  • Decisive: must be able to use the initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.
  • Must be able to communicate & partner with other departments and contractors to achieve targets.
  • Customer management: tactful, resolute, and committed to providing excellent customer service.
  • Ability to deliver technical presentations competently.
  • Must be good in reporting & converting it into a meaningful deck.
  • Must be able to interface with customer “executive” level management on a regular basis.
  • Delivering results: ability to plan and organize self and work in order to achieve objectives and targets


  • Integrity and sincerity
  • Accountability
  • Excellent communication
  • Think & Act smart
  • Proactive: Takes initiative
  • Out of box thinker
  • Assertiveness
  • Attention to detail
  • Leadership skills
  • Team leader / Ability to build high performing teams
  • Building Partnerships
  • Building trust
  • Customer Focus
  • Decision making
  • Managing Conflict
  • Resourcefulness
  • Teamwork and Collaboration
  • Business acumen
  • Mentoring & Coaching

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