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Job Description

Service Delivery Manager
Experience - 8+ years
Budget - 18 LPA (Extendable)
Domain - Payments and Cards

JOB MISSION

As part of Payment Services, the individual will own end-to-end service delivery for assigned clients, ensuring operational stability, SLA compliance, customer satisfaction, and effective governance of contractual and commercial commitments.

The role requires close collaboration with Support, Infrastructure, Engineering, DevOps, Security, Product, Finance, and Client teams to deliver high-quality services, manage risks and escalations, and drive continuous service improvement.

JOB OBJECTIVES

Service Delivery and Commercial Governance

Own end-to-end service delivery and ensure adherence to SLAs, KPIs, contractual commitments, and service catalogue offerings.
Monitor service performance, operational risks, escalations, backlog trends, and overall service health.
Govern service consumption, effort tracking, chargeable activities, and support invoicing and commercial reporting processes.
Manage change requests, out-of-scope activities, and contractual obligations in collaboration with internal and customer stakeholders.
Ensure effective governance of incidents, problems, changes, releases, and service requests.

Customer and Stakeholder Management

Act as the primary service delivery contact for assigned clients.
Conduct service reviews, governance meetings, SLA reviews, and escalation discussions.
Provide regular reporting on service performance, risks, service consumption, and improvement initiatives.
Manage customer expectations and communications during critical incidents and major service disruptions.
Build strong relationships with customer stakeholders and ensure alignment between business needs and service delivery priorities..

Operational Excellence and Continuous Improvement

Coordinate with Support, Infrastructure, Engineering, DevOps, Security, and Product teams to ensure service continuity and operational readiness.
Oversee production changes, release readiness, and post-release stabilization activities.
Ensure compliance with operational processes, security requirements, audit standards, and governance policies.
Drive service improvement initiatives focused on stability, efficiency, automation, and customer experience.
Support resource planning, capacity management, knowledge management, and operational maturity initiatives.

REQUIRED SKILLS

Skill Levels Explanation:

1 - Beginner | 2 - Intermediate | 3 - Advanced | 4 - Expert

Knowledge & Expertise

Area of Expertise	Level
Service Delivery Management	4
Client & Stakeholder Management	4
SLA / KPI Governance	4
Incident, Problem & Escalation Management	4
ITIL / Service Management Processes	4
Operational Reporting & Governance	4
Payments Domain Knowledge	3
Commercial & Contract Governance	3
Service Catalogue Management	3
Infrastructure & Production Environment Understanding	3
Change & Release Management	3
Resource Planning & Capacity Management	3
Risk Management	3
English Language	4

Cross-Functional and Managerial Skills

Competency	Level
Client Orientation	4
Leadership & Team Coordination	3
Communication & Presentation	4
Negotiation & Influence	3
Problem Solving	3
Risk Anticipation	4
Cross-Functional Collaboration	4
Decision Making	3
Continuous Improvement Mindset	3

GOOD TO HAVE SKILLS

Area of Expertise	Level
PowerCARD Platform Knowledge	2
API & Middleware Understanding	2
Monitoring & Observability Tools	2
Cloud / DevOps Exposure	1
SQL / Database Understanding	1
Project Management Exposure	2

JOB HOLDER PROFILE

Experience: Minimum 8+ years

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