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Service Delivery Manager

Service Delivery Manager

AVASO Technology SolutionsRepublic Of India, IN
15 days ago
Job description

Position Title : Manager - Services Delivery

Location : Mohali

Shift – As per requirement

Position Overview :

In a projectized organizational structure, the Manager - Services Delivery is responsible for the successful execution of IT service projects while also overseeing and managing project-based teams. This role combines leadership in project delivery management responsibilities, fostering a high-performance culture and ensuring teams are engaged, skilled, and aligned with project and organizational objectives.

Key Responsibilities :

Delivery Management :

  • Lead and oversee the successful delivery of IT service projects, ensuring alignment with scope, timelines, and budgets.
  • Define project objectives, deliverables, and success criteria while managing project lifecycles.
  • Track and report project progress using standardized dashboards and KPIs.

SLA and KPI Management :

  • Ensure that all projects meet contractual SLA obligations and internal performance standards.
  • Conduct root cause analyses for SLA breaches and implement mitigation strategies to avoid recurrence.

    • Customer Relationship Management :

  • Act as the primary liaison for customers on project-related issues, updates, and escalations.
  • Regularly conduct project reviews and feedback sessions with clients to enhance satisfaction and retention.

    • Operational Efficiency

  • Monitor service delivery metrics and take corrective / preventive actions as needed.

    • Resource & People Management :

  • Assign, manage, and oversee project-specific team resources, ensuring optimal utilization and alignment with project goals.
  • Foster team engagement, collaboration, and motivation to maintain a high-performance culture.
  • Conduct regular performance reviews, provide constructive feedback, and address underperformance for the people who are directly reporting to him for SDM space.
  • Identify training needs and coordinate professional development opportunities to enhance team skills and capabilities.
  • Develop succession plans and career paths for team members to align with organizational goals.
  • Ensure timely onboarding and proper allocation of new resources for projects.

    • Risk and Issue Management :

  • Maintain a risk register for projects, proactively identifying and addressing potential risks.
  • Facilitate rapid escalation and resolution for critical project issues.

    • Change and Transformation Management :

  • Manage project scope changes through structured Change Control Processes.
  • Communicate and align stakeholders on transformation initiatives and ensure proper documentation.

    • Governance and Compliance for Projects :

  • Establish and monitor governance frameworks for effective project delivery.
  • Ensure compliance with legal, regulatory, and organizational standards on a per-project basis.
  • Conduct Daily, Weekly & Monthly Cadence with external and external stakeholders.

    • Delivery Financial Management :

  • Develop and track project budgets, billing, and financial forecasts.
  • Maintain financial dashboards to monitor project profitability and cost-effectiveness.
  • Conduct variance analysis between planned and actual financial outcomes for each project.

    • Continuous Improvement :

  • Collect feedback from project teams and clients to implement process improvements.
  • Promote a culture of innovation and learning within the project teams to drive efficiency and quality.

    • Qualifications :

  • Education : Bachelor’s degree in IT, Project Management, or a related field.
  • Experience :
  • Greater than 10 Years in Service delivery in EUC, Networking and similar role in IT Managed services.
  • Proven experience in managing projectized environments, IT service delivery, and people management.
  • Demonstrated success in leading and developing diverse teams.
  • Certifications : PMP, PRINCE2, ITIL, or Agile certifications are required.
  • Skills :
  • Expertise in project management frameworks (e.G., Agile, Waterfall).
  • Proficiency in team management tools (e.G., ServiceNow, Jira, Microsoft Project).
  • Strong leadership, conflict resolution, and decision-making abilities.
  • Exceptional communication and interpersonal skills.

    • Key Competencies :

  • Ability to lead cross-functional and geographically dispersed teams
  • Proven expertise in managing end-to-end service delivery lifecycles, from initiation and planning to execution, monitoring, and closure
  • Leadership and Team Management : Ability to inspire, guide, and manage teams to achieve goals.
  • Project Orientation : Expertise in handling project lifecycles from initiation to closure.
  • Stakeholder Management : Effective communication and relationship-building with clients and teams.
  • Resource Optimization : Strategic allocation and management of resources to ensure efficiency.
  • Risk Mitigation : Proactive identification and resolution of risks.
  • Continuous Improvement : Focus on driving innovation and quality enhancements.
  • Strategic thinking and problem-solving
  • Customer focus and service excellence
  • Attention to detail and process orientation
  • Conflict resolution and escalation management
  • Analytical & Reporting Skills
  • Knowledge of ITIL framework and ISO standards

    • Work Environment :

  • Responsible for managing account(s) with a revenue size of minimum $2 million
  • Dedicated to leading project-based teams across multiple projects concurrently.
  • Occasional travel to customer or project sites may be required.
  • Flexibility to work outside regular hours to meet project milestones or address critical issues.
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    Service Delivery Manager • Republic Of India, IN

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