Assistant Service Delivery Manager (US Client Experience)

About us
XO Team India is the Hyderabad team of the Base8 group, which provides technology and business services to companies across the US and Canada, including Cure8, a managed IT provider for the cannabis industry. Our team works directly with US colleagues and clients every day over Teams, phone and our ticketing and CRM tools, so strong written and spoken English matters in every role.

About the role
This role exists to keep service delivery steady and accountable across more than 80 client accounts, working alongside the Service Delivery Manager. Success in a year looks like SLAs met without last-minute scrambles, clients who trust the team, and reporting that senior management can act on.

What you'll do

• Monitor daily performance against contracted SLAs and KPIs, acting before breaches occur.
• Oversee incident, problem, change and request processes, and lead major incidents and post-incident reviews.
• Prepare monthly client service reports with trends, risks and recommendations, and internal performance reports for senior management.
• Act as the day-to-day contact for client stakeholders, lead service review meetings and manage escalations.
• Coordinate internal teams, manage rotas, resource planning, engineer allocation and absence cover.
• Coach teams on service management and customer handling, and maintain service catalogues, runbooks and client documentation.
• Identify recurring issues and improve processes, tools and automation, and support new client onboarding.
• Deputise for the Service Delivery Manager when unavailable, including out-of-hours major incident cover.

What you'll bring

• 15+ years in IT service delivery, service management or senior service desk roles, ideally within an MSP.
• Proven experience managing SLAs, KPIs and multiple client accounts.
• Strong ITIL knowledge, especially incident, problem, change and service level management.
• Experience leading major incidents and post-incident reviews.
• Experience with PSA/ITSM tools such as HaloPSA or ConnectWise.
• Advanced Excel and Power BI reporting skills.

Nice to have

• ITIL 4 Foundation or higher.
• Microsoft Azure, Microsoft 365, CompTIA, Cisco or Security+ certification.
• Previous experience deputising for a senior manager.

Working hours
US Pacific shift: 9:30 PM – 6:30 AM IST, Monday to Friday.

Benefits
PF, medical insurance, paid US holidays, 12 earned leaves, 12 paid sick leaves, 12 casual leaves per calendar year, and compensatory off as applicable.

Hiring process
We never charge any fee at any stage of hiring and never ask for payment for interviews, training or equipment. Offers come only from an @base8.io email address.

Equal opportunity
XO Team India Pvt Ltd is an equal opportunity employer. We do not discriminate on the basis of gender (including transgender persons), sexual orientation, caste, religion, region, disability, age, marital status or any other characteristic protected by law. Persons with disabilities are encouraged to apply; email [email protected] if you need any accommodation during the hiring process.

Your data
By applying, you share your resume and contact details with XO Team India Pvt Ltd so we can assess you for this and similar roles. Resume files are deleted 90 days after you apply. To withdraw your consent, correct your data or ask us to erase it, email [email protected].