Service Delivery Manager (SDM) – CAD vPDM Support -
- Location
- Bangalore, Karnataka, India
- Salary
- Not specified
- Company
- Akash pawar
Job description
• Role & Company / Project Overview Agile Tech is hiring an experienced Service Delivery Manager (SDM) – CAD vPDM Support to lead and own end-to-end CAD/PLM application support and managed services. This high-impact role drives managed services, leads cross-regional stakeholders, and ensures operational excellence supporting global engineering teams. • Key Responsibilities & Daily Duties - Own end-to-end service delivery for CAD vPDM managed service support, ensuring service stability, performance, and continuous improvement. - Define and drive service strategy, roadmap, and operational excellence aligned with business objectives. - Own end-to-end service delivery, SLA, and KPI performance; conduct regular service reviews and drive improvement actions. - Manage stakeholder governance across operational, strategic, and steering forums. - Identify and manage risks, commercial aspects, effort planning, demand forecasting, capacity planning, and resource management to ensure service readiness and cost optimization. - Coordinate round-the-clock weekday support coverage and manage 24x5 global support teams with cross-region escalations. - Drive go-live readiness, hypercare, and stabilization, overseeing stabilization exit approvals to ensure smooth transition to steady-state with a clear exit plan. - Oversee Global Application Support and L1/L2 Support Management. - Deliver ServiceNow reporting and executive communication. - Ensure adherence to ITIL service management practices and drive continuous service improvement. • Required Qualifications, Skills & Experience - Must-Have: - 8 to 20 years of experience in managed services and application support leadership. - Relevant educational background in Computer Science, Computer Engineering, or related field. - Strong domain expertise in CAD vPDM support environments (e.g., CATIA V5/V6, ENOVIA, 3DEXPERIENCE). - Proven experience in ITIL service management (Incident, Problem, Change, Request, Service Level Management). - Strong managed services and support project leadership experience with end-to-end ownership. - Experience managing 24x5 global support teams and handling cross-region escalations. - Stakeholder management experience across multiple regions and business functions. - Proven SLA/KPI management with a strong track record of service improvements. - Expertise in risk management, capacity planning, and commercial/contract governance. - Strong communication, leadership, and people management skills. - Nice-to-Have: - Experience with additional PLM/CAD tools (e.g., Teamcenter, Windchill, Enovia, or similar vPDM/PLM environments). - Exposure to service transition, transformation, or large-scale support setup. - Knowledge of automation, tools, and dashboards for service management. - Familiarity with Agile or DevOps practices in support environments. - Experience managing multi-vendor environments. - Prior experience working with global clients/stakeholders in manufacturing or engineering domains (Automotive industry preferred). - Certification in ITIL (preferred), PMP, or PRINCE2 (added advantage). • Working Hours, Shifts & Location Details - Location: Bangalore, Karnataka, India (Full-time). - Support Model: 24x5 round-the-clock weekday support coverage. • Compensation & Benefits - High-impact leadership role with global exposure and strategic growth opportunities. • Application Instructions - Interested candidates can share their updated resumes.