Zensar Technologies · 12 hours ago
Sr. Service Delivery Manager - WPS
Dallas, TX
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expZensar Technologies is a company committed to designing and managing digital solutions for leading enterprises. They are seeking a Senior Service Delivery Manager to oversee service delivery performance, ensure compliance with service level agreements, and improve service quality based on customer feedback.
ConsultingIT ManagementOutsourcingSoftware
Responsibilities
Establish metric and controls for service delivery designed to ensure consistently high service performance and delivery meets Service Level Requirements on an ongoing basis
Evaluate customer feedback to develop ideas for continued service quality improvements to service delivery
Be knowledgeable about the Agreement related to the service requirements for their area of responsibility
Ensure that the service delivery for all the Providers services are performed to the requirements defined in Schedule 2A – ITSM Statement of Work
Develop, maintain, and continuously update Procedures used by the Provider for the delivery Services for the area of responsibility as needed and manage the implementation of Changes to the Services when Procedures are updated
Monitor and report on the Provider’s performance for that service area of responsibility as required by this Agreement
Receive complaints and inquiries from customers for service quality and delivery, and promptly work towards providing a resolution to the issue
Assists the Solution Architect in the design and recommendations related to the Services for their area of responsibility
Coordinate communication with all parties involved in the service delivery process to ensure end-to-end delivery of services to the Customer’s End Users
Develop and maintain relationship with Customer’s counterparts for the delivery of services within their area of responsibilities
Qualification
Required
10 years of experience in managing service delivery for big organization
Strong experience on managing service desk, desk side support, SCCM, Intune, Exchange, AD and Cross Functional teams
At minimum certified ITIL service management foundation at a minimum with a practitioner level or higher is desired
Strong project, customer service, communication, and service management skills based on experience with outsourcing arrangements
Strong knowledge of measurement processes, procedures and methodologies, including the ability to drive internal behavior
Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other Providers to meet customer's end-to-end service levels
Able to handle the escalations and ensure to come up with Continuous Improvement plans
Ability to understand, design, implement, and manage ITSM management processes and procedures in an outsourcing environment
Preferred
Other IT best practice certifications would be desired and an associate degree in business, technology, or related field, but a bachelor's degree would be preferable
Company
Zensar Technologies
Zensar Technologies is a software company that provides information technology and business process outsourcing services.
10001+ employees
H1B Sponsorship
Zensar Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (195)
2024 (147)
2023 (120)
2022 (195)
2021 (135)
2020 (139)
Funding
Current Stage
Public CompanyTotal Funding
$9MKey Investors
Epiris
2015-10-10Post Ipo Equity
2003-07-09IPO
1997-09-01Private Equity· $9M
Leadership Team
Manish Tandon
CEO & Managing Director
Nagesh Nagineni
Practice Leader and CTO for AES, Data and Analytics Services @Zensar Technologies
Recent News
Business Standard India
2025-10-29
Livemint.com
2025-09-26
Company data provided by crunchbase