Service Delivery Manager

Location: Mumbai, India

Position Type: Full-Time

If you would like to apply for this position,
please send your resume to us at

Mandatory Requirements

  • At least 7+ years of total experience.
  • English: Fluent, excellent written communications skills.
  • Proven success building and leading a strong team.
  • Track record of growing businesses or service lines profitability through systems capabilities and efficiencies.
  • Experience in Product support & development.

Job Description

  • Manage the MSP for Network services.
  • Manage the MSP with the pursuit of implementing initiatives, resolving problems, and improving performance which include:  Incident Management, Problem Management, Request Fulfillment, Capacity Management, Change Management, Availability Management.
  • Interface across multiple business areas to coordinate network & Telephony infrastructure operations’ activities.
  • Lead root cause analysis activities from operations perspective.
  • Provide technical leadership and guidance for Network Operations MSP.
  • Identify, diagnose, and resolve network problems.
  • Support network and computing infrastructure.
  • Monitor and measure SLAs with MSP.
  • Develop and monitor KPIs.
  • Manage and monitors the ticket queue.
  • Develop and maintain Network documentation including diagrams and documenting processes and procedures.
  • Monitor availability/system performance and implements performance tuning.
  • Strong analytical abilities and professional office experience needed.
  • Work closely with other departments/organizations and collaborating with other IT staff for day to day operations and project work. Run day to day Network Operation Center Business functions on 24*7 basis.  
  • Handle all areas of operations/delivery including incident, problem and change management.
  • Handle complex escalations and provide support to Shift leads and other team members.
  • Observe ticket queue and participate in Severity 1 and Severity 2 tickets and lead from front.
  • Focus on incident reduction activities and assist in creation of Service improvement program.
  • Keep track of Risk, issues, SLA and ensure compliance.
  • Ensure compliance is maintained within the team members.
  • Lead weekly and monthly governance calls / report.
  • Maintain and develops processes, policies and procedures as required.
  • Manage various technical issues within the SLA in Real Time Operations.
  • Understand a client's requirements and providing the best solution.
  • Analyze various processes & recommending modifications in meeting customer needs and other external strategic demands.
  • Handle escalations of Tickets and Tasks by communicating with other SDM's & Technical Managers.
  • Manage Client servicing and satisfaction.
  • Lead client initiatives for value-added services and out-of-the-box approaches.
  • Review and optimize service delivery framework (tools, processes, and people).
  • Manage Projects to ensure they are on time and on budget.
  • Develop and grow the existing team consistent with company growth.

People Management

  • Oversee the management of resources for the given line of business in service delivery.
  • Plan and Manage Monthly Shift roaster.
  • Review the need of resources and skills with in the team and plan for skill development programs (technical as well as client handling).
  • Mentor and conduct training programs.
  • Identify and develop high potential employees in order to build operational bench strength and excellence.
  • Create and present annual evaluations, performance development plans, KRA.
  • Conduct weekly meeting with the team and Conveys clear expectations
  • Foster teamwork and show commitment to team objectives, promotes collaboration and removes obstacles


  • Facilitate team and client meetings effectively.
  • Hold regular status meetings with project team.
  • Keep project team well-informed of changes within the organization and general corporate news.
  • Effectively communicate relevant project information to superiors.
  • Deliver engaging, informative, well-organized presentations.
  • Resolve and/or escalate issues in a timely fashion.
  • Understand how to communicate difficult/sensitive information tactfully.
  • Client Management.
  • Manage day-to-day client interaction.
  • Set and manage client expectations.
  • Develop lasting relationships with client personnel that foster client ties.
  • Communicate effectively with clients to identify needs and evaluate alternative business solutions.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships.
  • Build a knowledge base of each client's business, organization and objectives.
  • Proven experience implementing structured approaches, process disciplines and performance-based measurement`

Desired Skills

  • Experience in leading a team of 60+ members (directly / indirectly) in a global environment.
  • Certified in ITIL.
  • Experience in handling US Customers.
  • 24 x 7 availability during escalations.

Educational Qualification

  • Any graduate


  • 7+ years in relevant work

About Continuum

Continuum provides a leading SaaS-based managed services platform that managed services providers (MSPs) use to efficiently backup, monitor, troubleshoot, and maintain desktops, servers and other endpoints for small-and-medium-sized businesses. The comprehensive platform provides an intelligent remote monitoring and management (RMM) solution and an advanced backup and disaster recovery (BDR) offering - all integrated with an industry-leading network operations center (NOC) and U.S.- based world-class Help Desk, delivering a single, unified managed services experience.

The company currently employs more than 1,000 professionals worldwide, supports over 3,500 MSPs, and monitors more than a half a million endpoints. Continuum has also formed a non-profit foundation, called Continuum Veterans Foundation, which was established to provide financial support to local and national charities that focus on helping our veterans find jobs. The principal owner of Continuum is Summit Partners, a Boston-based growth equity firm that has raised more than $15 billion in assets. We are growing quickly and have offices in Boston MA, Cranberry Township PA, Houston TX, Thames Valley, UK and Mumbai, India.

Equal Opportunity Employer

Continuum Managed Services, LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will 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.

To apply for this position, please send your resume to