Service Delivery Manager

Responsibilities :

Oversee delivery of multi-cloud support service by coordinating efforts of multiple teams to ensure timely and high-quality response.

Ensure compliance with defined service level agreements (SLA) and Key Performance Indicators (KPI).

Track and monitor the performance of services, identify areas for improvement, and implement changes as needed.

Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively.

Foster a positive work environment and build a culture of automation and innovation to improve service delivery performance.

Maintain a positive relationship with all stakeholders and ensure proactive response to their inquiries and concerns.

Prepare operational and strategic reports based on defined cadences and present to Steering and Operational committees.

Proactively identify issues and risks, and prepare strong mitigation and resolution plans.

Experience :

10+ years of progressive experience working as a Technical Delivery Manager or Service Delivery Manager.

Strong multi-cloud skills (preferred AWS and Azure) and operations management skills.

ITIL or similar certifications strongly preferred.

Excellent communication, research, analytical, and documentation skills.

Ability to handle multiple concurrent activities, manage teams effectively, and be responsive to users and stakeholders in a timely manner.

Job Description :

Under guidance, deliver large and complex programs within budget and schedule to meet outcomes as outlined.

Adhere to defined processes and quality standards for a portfolio with TCV of $3-5 million.

Responsible for tracking operational and logistic decision-making and implementing a robust governance model involving internal and customer stakeholders.

Outcomes :

Drive adoption of well-established delivery plans, standards, processes, best software engineering practices, right infrastructure, RACI matrix, and RAID Log to deliver high-quality solutions to Client customers.

Provide thought leadership to create a culture of innovation within the teams and develop innovative solutions to problems without precedent that improve business performance and contribute to organizational goals.

Manage the P&L of a portfolio with TCV of $3-5 million.

Support the portfolio growth objective of 10-15% YoY.

Implement plans for a program of digital transformation, focusing on service improvements and value-adds, and propose innovative ideas to the customer beyond standard delivery.

Build and manage a span of control of 60-100 associates, providing individual and team mentoring, ensuring high levels of team engagement, and developing capabilities within the team, function, and organization.

Improve and optimize the overall delivery process within budget.

Apply financial levers to improve the cost of delivery and thereby cater to or improve engagement level profitability.

Engage and work with key client stakeholders and drive through the end-to-end requirements of the delivery, ensuring customer expectations are met.

Conduct periodic reviews, track delivery milestones and processes, make decisions, and recommend approaches based on the results from the reviews.

Ensure effective participation in SteerCo meetings.

Typical Performance Measures :

Revenue (Targets vs. Actuals)

Profitability (Targets vs. Actuals)

Digital Services Mix (Targets vs. Actuals)

Services Penetration Mix (Targets vs. Actuals)

Transformational Value Delivered to Client (as defined)

Customer Satisfaction

People Satisfaction

Performance Areas :

Domain / Industry Knowledge :

Forecast the overall business requirements and market trends.

Have meaningful conversations with key client stakeholders, interpret the data, and enhance the quality of the proposed solution.

Make useful recommendations based on existing gaps and recommend specific client services or solutions.

Manage domain-related project management issues in multiple projects.

Validate the roadmap for customer strategy.

Review to contextualize the solution to the industry.

Technology Concepts :

Recommend appropriate framework, approach, and solutions to meet functional and non-functional requirements.

Identify technologies and products relevant to Client in the short term (1 to 2 years).

Guide the solution response team.

Guide the team, evaluate work products, and connect with technology officers in the customer organization.

Identify and leverage the most appropriate tools.

Profitability Management :

Create a profitability sheet based on the resource plan.

Enable outcome-based pricing.

Present analysis to senior management.

Create a cost-benefit model using ROI, IRR, and other management concepts.

Track and monitor profitability of projects on an ongoing basis.

Manage pyramid, rate changes, and other onshore / offshore changes.

Improve project margins, utilization, and reduce buffers to control project expenses.

Pricing & Licensing Models :

Create an integrated pricing model.

Guide team members to apply pricing techniques.

Interact with relevant stakeholders during the deal process.

Compare, contrast, and choose suitable commercial models among those practiced in the industry.

Optimize key levers of the business model to make the commercial proposal competitive.

Account Management Processes and Tools :

Prepare internal reports.

Manage at least 1 account ($3-5 million) independently, including responsibility for top-line and bottom-line targets; manage customer relations.

Work independently with account teams in mining accounts.

Provide support to the specialist to create an account plan aligned to customer needs, Client approaches, and strategies.

Project Management :

Plan and manage large and complex projects as defined within Client.

Identify risks and mitigation strategies on an ongoing basis and implement the same for large or complex projects.

Proactively anticipate risks and identify avoidance or mitigation strategies on an ongoing process.

Monitor complex integration or interdependence across work streams within the span of the project.

Implement best practices with measurable business value adds.

Set quality goals and processes.

Influence project strategy by proposing new or alternative solutions while being proactive in identifying issues and resolving them;

balancing effectiveness and efficiency.

Team Management :

Effectively manage the managers.

Resolve team conflicts with a proven ability to implement and communicate difficult decisions.

Maintain positive business relationships among internal stakeholders.

Demonstrate approachability and transparency in working with the team.

Stakeholder Management :

Manage escalations from customers by providing frequent updates to both Client and customer leadership on resolution progress.

Plan and support vendor / partner management activities, including vendor / partner assurance, procurement, and invoice approvals.

Ensure invoicing on time and collection of payments from customers.

Estimation and Resource Planning :

Consolidate estimates at a solution level, evaluate risks, and validate estimates from a technical standpoint, with assumptions, scope, and boundaries defined.

Review, validate, and negotiate estimates across service lines.

Conduct resource planning (pyramid, people development) at a project level based on project requirements.

Conduct impact analysis for changes and analyze the corresponding impact on overall estimates and resource loading.

Review project scope and schedule in the project plan.

Knowledge Management (KM) :

Ensure that the KM plan / platform exists for all new joiners to the engagement.

Harness project-level learnings across the engagement.

Promote continuous knowledge management.

Define and improve Knowledge Management Effectiveness for the engagement.

Requirements Management :

Identify deviations in the requirements gathering process with the customer.

Leverage Client capabilities and experience to identify solution accelerators and value adds to the customer.

Assess the quality, content, and coverage of the requirements gathered.

Solution Structuring :

Customize Client service offerings for customer needs.

Provide thought leadership based on the pattern to come up with additional service offerings.

Carve out complex solutions or POCs for a customer based on their needs.

Recommend technology-specific accelerators or tools for the overall solution along with optimal features, e.g., time savings, cost benefits.

Build strategies, standards, and guidelines for existing services.

Benefits Management :

Identify, track, and report SMART benefits for a program.

Identify the impact of the program on various stakeholders.

Identify the impact of program environment changes on the benefits.

Measure and report outcomes on a defined frequency.

Devise an action plan if there is a risk of not realizing desired benefits.

Steer the program towards the desired vision with sustained and timely realization of benefits.

Skill Examples :

Account strategy planning.

Identify project risks and define action plans to mitigate.

Define a project plan by breaking it down into individual project tasks.

Communicate project progress to all relevant parties, reporting on topics such as cost control, schedule achievements, quality control, risk avoidance, and changes to project specifications.

Delegate tasks and manage team member contributions appropriately.

Manage external, contracted resources to achieve project objectives.

Optimize project portfolio timelines and delivery objectives by achieving consensus on stakeholder priorities.

Knowledge Examples :

Project methodology, including approaches to define project steps and tools to set up action plans.

Technologies to be implemented within the project.

Company business strategy and business processes.

Development and compliance with financial plans and budgets.

IPR principles and regulation.

Structured project management methodologies (e.g., agile techniques, DevOps).

Education : Bachelors Degree

Certification : Information Technology Infrastructure Library Certification