Role SummaryThe Service Delivery Manager (Onsite) is responsible for ensuring stable, compliant, and high-quality service delivery for assigned applications and platforms. The role acts as the primary onsite delivery owner, coordinating with offshore teams, managing SLAs, handling escalations, and maintaining customer confidence through effective governance. Key ResponsibilitiesOwn end-to-end service delivery for BAU operations, ensuring SLA, KPI, and quality adherenceAct as the onsite point of contact for service issues, escalations, and delivery discussionsLead daily service calls, operational reviews, and status reportingCoordinate with offshore delivery teams to resolve incidents, defects, and service risksTrack SLA breaches, root causes, and corrective actionsEnsure adherence to agreed service processes, governance, and compliance requirementsMaintain clear communication with customer stakeholders on service health and risks Mandatory Skills & ExperienceStrong experience in Service Delivery Management / IT OperationsHands-on exposure to SLA, incident, problem, and change managementProven onsite customer-facing experienceAbility to manage escalations and drive resolution with offshore teamsExcellent communication and stakeholder management skills DesirableExperience in Utilities DomainITIL-based service management exposure