# Service Delivery Manager at Qinecsa Solutions in Mumbai,…

> Source: https://confidential.careers/job-detail/service-delivery-manager-qinecsa-solutions-mumbai

# Service Delivery Manager

Qinecsa Solutions 

** Mumbai, India ** Full Time ** Operations Jobs ** India ** New

[Apply Now](https://confidential.careers/go/13995989) ** Save 

## Job Description

**Department:**IT Service Management

**Reports To:** Director of Service Management

**Job Summary**

The Service Manager will lead and optimise the end-to-end delivery of IT services in alignment with ITIL best practices while also acting as a strategic partner to internal and external customers. This role blends traditional IT service management with customer success principles—ensuring service reliability, high customer satisfaction, proactive engagement, and continuous value delivery.

**Key Responsibilities**

Service Management

- Maintain and improve ITIL-based service management processes.
- Monitor SLAs, OLAs, KPIs, and deliver performance reporting.
- Deliver excel and PowerPoint reports to customers on monthly basis
- Lead major incident resolution and root-cause analysis.
- Collaborate with technical, security, and application teams.
- Drive Continual Service Improvement (CSI).
- Act as an escalation point for high-impact issues.
- Use ITSM toolsets to automate workflows and improve data quality.
- Support audits and compliance assessments.
- Understanding of GxP and Pharmacovigilance requirements

Customer Success

- Build trusted, long-term relationships with business partners.
- Act as a strategic advisor to maximise service value.
- Monitor customer sentiment and adoption.
- Translate feedback into service improvements.
- Deliver customer engagement activities.
- Ensure clear communication during incidents and changes.
- Identify opportunities to enhance service value.

Qualifications

- Bachelor's degree in IT, business, or related field.
- 5+ years in service management and/or customer-facing roles.
- ITIL Foundation v4 required; advanced certifications preferred.
- Leadership experience across technical teams.
- Experience with major ITSM platforms.
- Strong communication, stakeholder, and problem‑solving skills.

Preferred Skills

- Advanced ITIL certifications.
- PMP/PRINCE2/Lean Six Sigma.
- Familiarity with DevOps and cloud platforms.
- Knowledge of ISO 20000, COBIT, GDPR.

Success Metrics

- SLA compliance across key services.
- Reduction in MTTR for major incidents.
- High change success rate.
- CSAT ≥ 4.5/5.
- Improved adoption and reduced escalations.

Posted August 14, 2026