Service Delivery Manager

Service Delivery Manager – IT Service Desk & End User Computing (Remote IT, Intune)

Experience: 12+ Location: Hyderabad/Coimbatore

Role Summary: We are looking for a Service Delivery Manager to lead an IT Service Desk team delivering high-quality remote IT support, endpoint management, and user lifecycle services including onboarding/offboarding.

Key Responsibilities: • Manage L1/L2 IT support teams providing global remote assistance • Ensure service desk meets SLA targets for response and resolution • Oversee endpoint management with Microsoft Intune and Autopilot • Drive onboarding/offboarding processes, access provisioning and deprovisioning • Own ITSM governance (Incident, Request, Change, Knowledge, Asset Mgmt) • Improve CSAT, first-call resolution, and self-service adoption

Required Skills: • Strong experience in enterprise IT Service Desk operations • Expertise with Microsoft Intune, Azure AD, M365, endpoint security • Familiarity with ITSM tools (ServiceNow, Jira Service Management) • Strong service-oriented mindset and leadership capabilities

Preferred Certifications: ITIL Foundation, Microsoft MD-102, PMP/Agile