Service Delivery Manager

About Position:

We are looking for Service Delivery Manager with hands on experience in Delivery, PMO, transition governance.

• Role: Service Delivery Manager
• Location: All Persistent Locations
• Experience: 11 to 16 years
• Job Type: Full Time Employment

What You'll Do:

• Act as the customer-facing lead and the voice of PSL for service delivery matters
• Coordinate offshore delivery teams and technical tower leads across milestones, issues, risks, and action closures
• Drive governance through daily, weekly, monthly, and quarterly reviews
• Manage dependencies, readiness checks, cutover planning, and hypercare coordination
• Own service-level reporting, escalations, governance artefacts, and delivery assurance inputs
• Ensure timely follow-up for knowledge transfer, documentation completion, risk mitigation, and sign-offs
• Maintain close alignment with regional service delivery leaders and programmer leadership
• Promote strong transition discipline and operational readiness across all workstreams
• Support discovery, target-state readiness, cutover execution, rollback preparedness, and steady-state handover
• Work across technical towers including End User Computing, Identity, Security, Network, Infrastructure, Service Desk, and Program Management
• Produce and review SOPs, runbooks, KT material, and operational documentation
• Support hypercare stabilization and track measurable outcomes post-cutover
• Identify opportunities for additional business growth within the existing customer
• Bring a strong transition mindset with focus on discovery, target-state readiness, cutover planning, rollback preparedness, hypercare, and successful handover.
• Demonstrate ownership of tower-level outcomes, dependencies, risks, documentation, and stakeholder communication.
• Work effectively across cross-functional teams such as End User Computing, Identity, Security, Network, Infrastructure, Service Desk, and Programme Management.
• Produce high-quality SOPs, runbooks, KT material, and operational documentation that support business continuity and long-term manageability.
• Operate comfortably in a fast-paced, transformation-led environment where priorities can evolve as discovery progresses.

Expertise You'll Bring:

• Bachelor's Degree from a reputed University
• 8+years of experience in service delivery, PMO, or transition governance roles
• Strong experience in service delivery management and large-scale transition programs
• Proven ability to coordinate across multiple technical towers and global time zones
• Strong governance, reporting, and delivery-assurance capabilities
• Excellent communication, stakeholder management, and follow-up discipline
• Experience with onsite/offshore delivery or managed service transition models
• Exposure to cutover governance, RAID management, and tools such as Asana
• Ability to operate effectively in fast-paced, transformation-led environments
• Ownership mindset with the ability to lead or strongly influence outcomes
• Calm, execution-focused approach during migration, cutover, hypercare, and service-risk situations
• Strong documentation skills with comfort in structured governance and accountability
• Experience in onsite/offshore-led transition or managed service models.
• Exposure to Asana, RAID management, or cutover governance.
• Milestones delivered on time with minimal disruption to business operations.
• Cutovers executed with approved runbooks, clear rollback paths, and measurable hypercare outcomes.
• Documentation, KT, and operational handover completed to an acceptable standard.
• Risks, dependencies, and issues identified early and managed proactively.
• Strong collaboration with recruiters, hiring managers, stakeholders, and adjacent towers through delivery cycles.
• Additional business mining from existing customer
• Ownership mindset with the ability to lead or strongly influence within the assigned tower.
• Strong communication and collaboration across business and technical stakeholders.
• Comfortable with structured documentation, governance, and delivery accountability.
• Calm and execution-focused during migration, cutover, hypercare, and service-risk situations.
• Good coordination, reporting, and delivery-assurance capability.
• Ability to work across technical towers and time zones.
• Strong communication and follow-up discipline.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

'Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.'

Skills Required
Service Delivery Management, Asana, Sops, Documentation Skills, RAID Management