Service Delivery - Infra SLA Governance

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with Scale @ Speed as our guiding principle.

Service Delivery Manager - Infra SLA Governance

Role Summary:

Responsible for managing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service performance, contractual compliance, and continuous improvement across operations.

Key Responsibilities:

Define, monitor, and govern SLAs and KPIs.

Track service performance and ensure target achievement.

Analyze performance trends and drive corrective actions.

Prepare dashboards, reports, and executive summaries.

Conduct service review and governance meetings.

Coordinate with operations, customers, and stakeholders.

Identify improvement opportunities and reduce SLA breaches.

Skills & Experience:

Experience in Service Delivery / IT Operations / Governance.

Knowledge of ITIL and service management practices.

Strong reporting and analytical skills.

Hands-on with Excel, Power BI, ServiceNow (preferred).

Good stakeholder and communication skills.

Experience: 6–10+ years in IT Service Management / Managed Services / Operations Governance.Role Summary:

Responsible for managing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service performance, contractual compliance, and continuous improvement across operations.

Key Responsibilities:

* Define, monitor, and govern SLAs and KPIs.

* Track service performance and ensure target achievement.

* Analyze performance trends and drive corrective actions.

* Prepare dashboards, reports, and executive summaries.

* Conduct service review and governance meetings.

* Coordinate with operations, customers, and stakeholders.

* Identify improvement opportunities and reduce SLA breaches.

Skills & Experience:

* Experience in Service Delivery / IT Operations / Governance.

* Knowledge of ITIL and service management practices.

* Strong reporting and analytical skills.

* Hands-on with Excel, Power BI, ServiceNow (preferred).

* Good stakeholder and communication skills.