Service Delivery Manager

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Job Title: Service Delivery Manager
Location: Hyderabad (Work from Office)
Employment Type: Full-Time | Permanent
Company Website: www.neweratech.com

About Us

At New Era Technology, we’re committed to delivering innovative technology solutions and services that empower businesses to thrive in today’s digital landscape. With a global presence and a strong focus on Managed Services, we bring deep industry knowledge, operational excellence, and customer-centric strategies to help our clients succeed.

Position Summary

We are looking for a Service Delivery Manager to join our Managed Services team. This role is critical in enhancing the client experience by driving the performance and delivery of IT services, ensuring service level agreements (SLAs) are consistently met, and leading the operational excellence of the support team. The ideal candidate will bring strategic vision, hands-on leadership, and a customer-first approach to ensure seamless and efficient service delivery.

Key Responsibilities

• Champion the execution of our Service Strategy and Vision across client engagements.

• Ensure consistent adherence to Service Management Processes and standard operating procedures (SOPs).

• Drive client satisfaction by delivering services aligned to SLAs and contractual commitments.

• Oversee and ensure the quality, profitability, and efficiency of Managed Services delivery.

• Collaborate with internal teams (Operations, Sales, Account Management) to integrate services seamlessly into business workflows.

• Lead and mentor the Managed Services Support team, fostering a culture of accountability, continuous improvement, and excellence.

• Act as a functional escalation point for service delivery challenges and drive resolution.

• Monitor key metrics and generate detailed performance reports (Availability, SLA, and Health Check reports).

• Develop and implement best practices and standardized procedures across the Managed Services function.

• Support resource planning, recruitment, onboarding, and training of technical staff.

• Assist in pricing strategies for new client requests and expansions.

• Maintain a strong understanding of client requirements, IT trends, and technology landscapes.

Required Competencies

• Strong analytical and problem-solving abilities.

• Proven leadership, mentoring, and team-building skills.

• Excellent interpersonal, communication, and stakeholder management skills.

• Experience managing service escalations and delivering SLA-driven support.

• Sound knowledge of ITIL-based service management frameworks and tools.

Qualifications & Experience

• 3 to 5 years of experience in Service Delivery Management or related roles.

• Experience working with a Managed Services Provider (MSP) or Cloud Services Provider (CSP) is highly desirable.

• Proficiency with ConnectWise PSA or similar professional services automation platforms.

• Broad technical expertise across IT infrastructure, systems, and cloud technologies.

• Bachelor’s degree in Computer Science, Engineering, or related field (preferred).

Why Join Us?

• Be a key contributor to a growing, dynamic global organization.

• Work in a collaborative, innovation-driven environment.

• Make a visible impact on client success and internal transformation.

• Opportunity to grow and lead in the Managed Services domain.

Ready to take your career to the next level?
Share your updated resume with us at: madhava.mallela@neweratech.com

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