Service Delivery Manager

Req ID: 377114 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Service Delivery Manager to join our team in Bangalore, Karnātaka (IN-KA), India (IN). Role Overview The Pega SDM is responsible for end-to-end service delivery, governance, and client management, and strategic ownership of Pega service delivery and Pega applications under AMS/support engagements. This role ensures SLA compliance, delivery excellence, continuous improvement, client partnership, and acts as the primary interface between business stakeholders, delivery teams, and leadership. Key Responsibilities Service Delivery Management * Own end-to-end service delivery for Pega AMS engagements. * Ensure compliance with SLAs, KPIs, and contractual obligations. * Drive incident, problem, and change management processes. * Monitor service performance and implement improvements. * Expertise in managing AMS for all Regions across the world. * Drive delivery excellence, service maturity, and operational stability. Client & Stakeholder Management * Act as the primary point of contact for client stakeholders. * Conduct governance meetings (weekly/monthly/quarterly). * Manage stakeholder expectations, escalations, and communications. * Provide service reports, dashboards, and insights. Operational Governance * Establish and enforce ITIL-based delivery processes. * Track and manage incident trends, root causes, and recurring issues. * Ensure adherence to quality standards, audit compliance, and security policies. Team & Delivery Management * Maintain team roaster, drive resource planning, resource availability. * Ensure optimal team utilization and productivity. * Ensure resource availability for holidays and month-end support coverage. * Ability to manage the team working on 24/5 rotational shifts Continuous Improvement * Identify automation and service improvement opportunities. * Drive shift-left initiatives and knowledge management. * Implement tools and practices for efficiency and stability. Risk & Escalation Management * Proactively identify and mitigate risks. * Handle critical escalations (P1/P2 issues). * Ensure proper RCA and corrective/preventive actions. Required Skills & Qualifications Technical Skills * Strong understanding of Pega Platform (PRPC 8.x and above) * Case management workflows and integrations * Experience in managing Pega AMS / Production Support engagements * Familiarity with monitoring tools (Splunk, PDC) * Pega DevOps pipelines Service Management Skills * Strong knowledge of ITIL frameworks (Incident, Problem, Change, SLA management) * Experience with ServiceNow, Power BI Reports, Excel and MS PowerPoint * Expertise in SLA governance and reporting * Expertise in Operational metrics tracking and reporting * Expertise in Customer Satisfaction (CSAT), reduction in recurring incidents * Experience in improving Delivery margins and cost efficiency Preferred Qualifications * ITIL Foundation/Intermediate certification. * Experience in Retail, FMCG domains * Exposure to Pega cloud platform * Pega CSSA/CLSA certification is a plus Soft Skills * Excellent communication and leadership skills * Strong client-facing and negotiation abilities * Problem-solving and decision-making mindset * Ability to manage high-pressure situations and escalations About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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