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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Service Delivery Manager

India, Bangalore · Job Posted May 05, 2026
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Job Description

The Service Delivery Manager is accountable for end-to-end vendor delivery performance across VL operations, ensuring alignment to key business outcomes including quality, velocity, cost efficiency, and customer satisfaction . Acting as the central bridge between Microsoft, vendor partners, and cross-functional stakeholders, this role drives the transition from a reactive, transactional vendor model to a proactive, outcome-driven partnership. The SDM plays a critical role in enabling scalable delivery for a growing, high-complexity customer base by leading vendor governance, operational excellence, continuous improvement, and AI-enabled transformation initiatives.

Job Responsibility

  • End-to-End Vendor Delivery Ownership
  • Vendor Performance Management & Governance
  • Performance Insights & Reporting
  • Continuous Improvement (CI) & AI Enablement
  • Capacity Planning & Demand Alignment
  • Risk Management & Operational Governance
  • Supplier Governance & Contract Management
  • Corrective Actions & Issue Resolution
  • Cross-Functional Leadership & Stakeholder Management
  • Change Management & Transformation
  • Global Operations & Supplier Lifecycle Management

Requirements

  • 10+ years in service delivery / vendor management
  • Experience managing outsourced delivery partners, SLAs, KPIs, SOW, escalations
  • Vendor governance and stakeholder management in matrixed environments
  • Experience operating in global, high-complexity vendor ecosystems
  • Proven track record driving delivery outcomes (quality, productivity, customer satisfaction)
  • Strong communication, collaboration, and problem-solving skills
  • Bachelor's degree

Nice to have

  • Experience driving process improvements, automation, or AI-enabled transformation initiatives
  • Exposure to commercial aspects of vendor management (contracts, cost optimization, negotiations)
  • Experience translating operational metrics into insights for senior stakeholders
  • Experience operating or transforming large-scale outsourced delivery models
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