Service Delivery Manager

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.