Service Delivery Manager – Cloud & AI | Bangalore | Hybrid

We are looking for an experienced Service Delivery Manager to lead and manage 24/7 SaaS support operations for our Cloud and AI platforms. This role is ideal for someone with a strong technical background and proven experience in SaaS/product support environments, who can ensure high service reliability, customer satisfaction, and operational excellence.

The role requires a leader who can effectively manage service delivery, customer engagement, operational metrics, and continuous improvement initiatives, while working closely with engineering, product, and customer teams.

Location: Bangalore

Work Mode: Hybrid

Experience: Strictly 58 years

Early joiners preferred

Key Responsibilities:

• Lead and manage 24/7 SaaS support operations, ensuring high availability and quality service delivery.
• Drive end-to-end service delivery management for cloud-based products and platforms.
• Manage customer relationships and service expectations, ensuring timely resolution of issues and strong customer satisfaction.
• Monitor and improve operational metrics, SLAs, KPIs, and service performance reports.
• Implement and manage ITIL-based processes including incident management, problem management, and change management.
• Collaborate closely with engineering, product, and platform teams to resolve complex technical issues and improve platform stability.
• Lead daily operational reviews, escalation management, and service health tracking.
• Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience.
• Mentor and guide support engineers to build a high-performing support organization.

Required Qualifications:

• Bachelors degree in Engineering or a technical field (mandatory).
• 58 years of experience in Service Delivery, Technical Support, or SaaS/Product Support Operations.
• Strong experience managing customer-facing support operations and service delivery.
• Hands-on understanding of Cloud technologies, Linux environments, and application/product support.
• Proven experience working with ITIL frameworks and service management processes.
• Strong experience in service metrics, reporting, operational dashboards, and performance management.
• Ability to manage 24/7 support teams and high-priority customer escalations.
• Excellent communication, stakeholder management, and leadership skills.

Why Join Us:

• Opportunity to work at the intersection of Cloud and AI technologies.
• Lead critical customer-facing operations and service delivery initiatives.
• Be part of a fast-growing team focused on innovation, reliability, and operational excellence.

If you have a strong background in SaaS service delivery, technical operations, and customer success, we would love to hear from you.

Interested candidates can apply using the link.

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