Job Summary
Job Description – Common Services Service Delivery Manager (SDM) (L4) Common Services Governance & Service Management Location: Hyderabad / Bangalore Experience: 12–15+ Years Role Summary The Common Services Service Delivery Manager (SDM) will be responsible for leading and governing the delivery of Common Services across Service Management, ITSM Processes, ServiceNow Platform Services, Capacity Management, Incident Management, Major Incident Management, Change Management, Software Asset Management (SAM), and Platform Operations. The role will act as the primary governance lead, ensuring operational excellence, process compliance, service performance, stakeholder satisfaction, and continual service improvement. This role will provide leadership across teams supporting Change Management, Incident Management, Major Incident Management, Capacity Management, ServiceNow Development, Platform Management, Process Governance, and Software Asset Management functions.
Key Responsibilities
Mandatory Skills Service Delivery Management ITIL Service Management Incident & Major Incident Management Change Management Governance Capacity Management ServiceNow Governance Software Asset Management (SAM) Operational Governance & Reporting SLA, KPI & Service Performance Management Customer & Stakeholder Management Vendor Management Continuous Service Improvement Preferred Skills ServiceNow ITSM Platform Power BI & Executive Reporting ITSM Automation Audit & Compliance Management Multi-Vendor Operations Management Digital Service Transformation
Skill Requirements
Roles and Responsibilities Provide overall governance and delivery oversight across all Common Services functions, ensuring alignment with contractual obligations, operational objectives, and business priorities. Lead service reviews, governance forums, operational review meetings, and stakeholder engagements across Common Services. Ensure consistent execution of ITSM processes including Incident, Major Incident, Change, Capacity, Asset, and Process Management. Oversee Major Incident and Critical Situation management, ensuring effective escalation, communication, restoration, and executive reporting. Drive service performance improvements through trend analysis, KPI reviews, SLA monitoring, and continual service improvement initiatives. Govern Change Management processes, ensuring appropriate risk management, CAB effectiveness, compliance, and operational stability. Oversee Capacity Management activities, ensuring proactive forecasting, capacity planning, performance optimization, and infrastructure readiness. Manage Software Asset Management (SAM) function, ensuring software compliance, audit readiness, license optimization, and governance effectiveness. Lead ServiceNow platform governance activities, working closely with ServiceNow Developers and Platform Leads to support platform maturity and operational efficiency. Ensure ITSM process compliance, audit readiness, documentation standards, and adherence to governance frameworks. Collaborate with Infrastructure, Security, Application Operations, Workplace Services, and Service Delivery teams to drive operational alignment and service excellence. Manage operational risks, customer escalations, vendor performance, and service improvement plans. Provide executive dashboards, governance reporting, service metrics, and strategic recommendations to leadership stakeholders. Support transformation, automation, platform modernization, and operational excellence initiatives across Common Services. Functional Areas Managed Service Management & Governance Change Management (L2 & L3) Incident Management (L3) Major Incident Management (L3) Capacity Management (L2) Process Management (L3) Platform Services ServiceNow Development Teams (L2) Platform Management (L3) Asset & Compliance Services Software Asset Management (SAM L2 & L3)
Other Requirements
Mandatory Skills Service Delivery Management ITIL Service Management Incident & Major Incident Management Change Management Governance Capacity Management ServiceNow Governance Software Asset Management (SAM) Operational Governance & Reporting SLA, KPI & Service Performance Management Customer & Stakeholder Management Vendor Management Continuous Service Improvement Preferred Skills ServiceNow ITSM Platform Power BI & Executive Reporting ITSM Automation Audit & Compliance Management Multi-Vendor Operations Management Digital Service Transformation