Service Delivery Manager

Permanent contract|Bangalore|IT (Information Technology)

Service Delivery Manager

Bangalore, India Permanent contract IT (Information Technology)


  • Design, deploy, execute and improve Information Technology Infrastructure Library (ITIL) processes.
  • Lead workshops and trainings on ITIL processes.
  • Track, evaluate and drive process quality improvements and concerns. Promote process/practice implementation across Business Units.
  • Define measurement criteria such as Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.
  • Resolve complex issues. Propose and steer strategic evolution of the service delivery management.
  • Supervise service level as per defined Standards by monitoring and correcting process non-compliance.
  • Manage and clarify ITIL process related audit queries to Internal/external auditors.
  • Prepare and publish process reports, MRM deck and risk reports.
  • Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
  • Drive positive NPS and build strategy for enabling smooth operations.
  • Perform trend analysis and suggest improvements on innovation and modernization.
  • Contribute to hiring, talent retention, coaching, mentoring and supervising team and individual performance.

Profile required

  • Must have intermediate to advanced-level of certification in ITIL V4, Agile and DevOps.
  • Proven ability to communicate with senior stakeholders on business proposals, value creation and KPIs.
  • Demonstrated experience of coordinating and facilitating IT process deployment and quality improvement efforts.
  • Excellent operation management and conflict management skills.
  • Manage and own global projects and processes.
  • Coach and mentor the team to facilitate their career orientation and supervise team/individual performance.

Why join us

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Business insight

At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?
You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices and sharing their skills with charities. There are many ways to get involved.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 21000QMA
Entity: SG Global Solution Centre
Starting date: 2021/12/02
Publication date: 2021/09/13