Lead Service Delivery Manager (Breakfix/Field Support Services) - #35058

We are seeking an experienced and highly driven Lead Service Delivery Manager to lead a team in delivering worldclass IT services across global customers. This role is ideal for a strong people leader with deep expertise in IT service delivery, managed services, and customer engagement at senior levels.

Key Responsibilities:

Leadership & Delivery Management:

➤ Lead and manage a team of Service Delivery Managers to execute all operational and contractual obligations for assigned customers.

➤ Define, plan, track, and manage project deliverables and service targets to ensure successful outcomes.

➤ Oversee multiple concurrent projects at a global scale.

Customer & Stakeholder Engagement

➤ Serve as the primary operational point of contact for customers at both strategic and operational levels.

➤ Manage customer expectations with confidence and maintain strong relationships with seniorlevel stakeholders.

Service Quality & Process Improvement

➤ Monitor and evaluate service delivery performance, ensuring costeffective and efficient operations.

➤ Identify opportunities to optimize services and processes, driving continuous improvement initiatives.

Team Development

➤ Mentor, coach, and develop the Service Delivery Management team to strengthen capabilities and support longterm growth.

Financial & Resource Management

➤ Oversee resource planning, cost monitoring, and project P&L to ensure financial success.

➤ Manage vendor relationships to ensure delivery performance meets standards.

Project Implementation

➤ Provide leadership support during project transition and implementation phases.

Requirements

Tower 1 - Breakfix /Field Support Services

·         Strong background in hardware break-fix / field support operations

·         Experience supporting the US region

·         Strong exposure to break-fix / field support (HP, HPE, Lenovo, Dell or equivalent environments)

·         Experience collaborating with US Delivery Managers and managing PH+US delivery structure

·         Proven escalation handling and day-to-day service delivery ownership

·         Excellent English communication (written & verbal).

·         High maturity, strong EQ, and ability to operate independently under pressure

·         Team-oriented with strong organizational and stakeholder-management

Advantageous skills or nice-to-haves:

·           Bachelor’s or Associate degree in Information Technology, Computer Science and other related field

·           Exposure to client accounts or large global enterprises

·           Experience in infrastructure-heavy or large offshore delivery setups

·           Prior leadership of multiple SDMs or large multi-tower operations beyond standard scope

·           ITIL knowledge or certification (preferred but not required)

·           Strong analytical skills

·           Strong leadership skills with proven experience of managing about 3-5 managers and total team strength of > 50