Service Delivery & Change Manager
NeGD is currently inviting applications for the position of Service Delivery & Change Manager on a contractual basis for a period of three years, which may be further extended based on the requirements of the project.
| Position | Service Delivery & Change Manager |
| No. of Positions | 01 |
| Last Date | 26th June 2026 |
Responsibilities
- Govern helpdesk and support operations across L1/L2/L3 flows, knowledge base quality, escalation adherence, and reporting
- Monitor ticket dashboards, SLA performance, backlog ageing, RCA trends, and user satisfaction metrics
- Own the change-request intake and control process for operational changes, business configuration changes, and support-led enhancement requests
- Coordinate with Product Managers to convert recurring support demand into structured backlog items
- Manage incident escalation governance across support vendors, application teams, and platform teams
- Publish weekly and monthly operations dashboards covering ticket volume, TAT, escalations, change demand, CSAT, and systemic issues
- Partner with the Cloud/Platform & SRE Lead on operational service health and with the TPM on vendor escalation
Important Links
| Download Detailed Notification | Click Here |
| Apply Here | Click Here |
| Official Website | Click Here |
About National e-Governance Division (NeGD)
The National e-Governance Division (NeGD) is an independent business division under the Digital India Corporation, Ministry of Electronics and Information Technology. NeGD has been playing a pivotal role in supporting MeitY in Programme Management and implementation of e-Governance projects and initiatives undertaken by various Ministries/ Departments, both at the Central and State levels.
NeGD has been spearheading several innovative initiatives under the aegis of the Digital India Programme. Those have been developed keeping the vision areas of Digital India at the core- providing digital infrastructure as a core utility to every citizen, governance and services on demand and in particular, digital empowerment of the citizens of our country; some of these initiatives include DigiLocker, UMANG, Poshan Tracker, OpenForge Platform, API Setu, National Academic Depository, Academic Bank of Credits, Learning Management System.