IT Service Delivery Manager – Demand & Supply

Datwyler Group

. Manage the flow of demand into IT and the controlled introduction of change into the production environment .

Posted 11/3/2026full-timePune • IndiaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Demand, Change, and Release Management, with a strong focus on ServiceNow operations and supplier performance management. Proven ability to coordinate cross-functional teams and manage stakeholder relationships effectively.

Highest-signal resume keywords

IT Demand ManagementChange ManagementRelease ManagementServiceNow ExpertiseSupplier Performance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Change ManagementRelease PlanningDemand Process ManagementCapacity PlanningPerformance ReportingSLA ManagementRisk AssessmentImpact AssessmentCAB FacilitationITSM Processes

Soft Skills

Coordination SkillsNegotiation SkillsStakeholder ManagementQuality-Focused Work EthicStructured Working Approach

Tools & Technologies

ServiceNow

Certifications & Qualifications

ITIL 4 Certification

Industry Keywords

Vendor ManagementContract Lifecycle ManagementMulti-Provider EnvironmentPerformance ReviewsDemand Pipeline

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Manage the flow of demand into IT and the controlled introduction of change into the production environment
Ensure internal and external service providers deliver reliably against agreed contracts, capacity and quality standards
Operate the demand process in ServiceNow from intake and qualification to prioritization and hand-over
Ensure transparency of the demand pipeline and committed capacity
Support capacity planning with infrastructure and application teams
Report on demand throughput and capacity commitments and derive improvement actions
Operate change management, including intake, risk and impact assessment, CAB facilitation, authorization and post-implementation review
Own release and transition planning, including conflict and freeze management and go-live readiness across providers
Ensure change and release processes are implemented and measured in ServiceNow and aligned with architecture and security requirements
Manage provider onboarding, SLA and performance reviews and escalations
Support the contract lifecycle with Procurement and Service Owners, including renewals and scope and pricing changes
Report on supplier performance against agreed service levels

Requirements

What you’ll need

Degree in Information Technology, Business Information Systems, Business Administration or equivalent practical experience
8+ years of experience in IT demand, change, release or vendor management, ideally in a multi-provider environment
Practical experience in operating change and release management, including CAB facilitation and release planning across internal and external parties
Experience in supplier and contract management, including SLA reviews, escalation handling and performance reporting
Hands-on experience with ServiceNow modules for Demand, Change, Release and Supplier / Performance Management, including reporting and dashboards
Good understanding of ITSM processes and their end-to-end integration
ITIL 4 certification is an advantage
Structured and quality-focused way of working with strong coordination, negotiation and stakeholder management skills
Fluent in English

Benefits

Comp & perks

A wide range of career and development opportunities
Opportunity to contribute skills, ideas and experience in an international company
Growth opportunities
Opportunity to help shape Datwyler’s future