Thoucentric - Consultant / Principal Engineer - IT Service Delivery

Description is the Consulting arm of Xoriant, a prominent digital engineering services company with 5000+ employees. We are headquartered in Bangalore with presence across multiple locations in India, US, UK, Singapore & Australia Globally.

As the Consulting business of Xoriant, We help clients with Business Consulting, Program & Project Management, Digital Transformation, Product Management, Process & Technology Solutioning and Execution including Analytics & Emerging Tech areas cutting across functional areas such as Supply Chain, Finance & HR, Sales & Distribution across US, UK, Singapore and Australia. Our unique consulting framework allows us to focus on execution rather than pure advisory.

We are working closely with marquee names in the global consumer & packaged goods (CPG) industry, new age tech and start-up ecosystem. Xoriant (Parent entity) started in 1990 and is a Sunnyvale, CA headquartered digital engineering firm with offices in the USA, Europe, and Asia. Xoriant is backed by ChrysCapital, a leading private equity firm. Our strengths are now combined with Xoriants capabilities in AI & Data, cloud, security and operations services proven for 30 years.

We have been certified as "Great Place to Work" by AIM and have been ranked as "50 Best Firms for Data Scientists to Work For".

We have an experienced consulting team of over 450+ world-class business and technology consultants based across six global locations, supporting clients through their expert insights, entrepreneurial approach and focus on delivery excellence. We have also built point solutions and products through Thoucentric labs using AI / ML in the supply chain space.

Job Description :

• Act as a Service Delivery Lead to effectively partner with business customers to achieve desired outcomes by collaborating with vendor partners in a single / multi-vendor environment.
• The candidate must manage all the areas of service delivery to ensure all the IT and Business processes are being followed.
• Assist on multiple transition initiatives, oversee the program, and ensure successful delivery.
• Experience of large-scale program set up and development with seasoned project management expertise and skills.
• Track, measure, evaluate vendor performance with weekly, monthly, and quarterly status review as against agreed SLAs and KPIs.
• Collaborate with Applications and Infrastructure teams for effective planning and execution of different activities such as patching, upgrades, vulnerability remediations etc. and ensuring smooth functioning of business.
• Coordinate with vendor partners to ensure on time addressal of issues and fulfilment of Service requests raised by business functions and ensuring effective communications being sent to the concerned stakeholders.
• Address high-priority issues with minimal business impact and facilitate root cause analysis (RCA).
• Thrive for continuous Service Improvements in BAU space via optimization and automation activities.
• Effectively planning and execution of business demands, collaborating with multiple stakeholders.
• Manage escalations by involving the appropriate stakeholders and conflict resolution through cross functional meetings.
• Plan and facilitate training to the business function users on basic IT and Service Management processes.
• Plan to incorporate feedback from IT Business Partners and Leads into actionable objectives.
• Ensuring smooth functioning of the audit and compliance related activities by coordinating with the vendor partners such that the committed timelines are adhered.
• The candidate should be able to leverage previous work experience or gradually pick up functional aspects which include business processes in the areas of the supply chain, finance, sales & distribution, marketing, retail, eCommerce, etc.
• Demonstrate expertise in end-to-end agile project management and a deep understanding of the Software Development Life Cycle (SDLC).
• The candidate must understand different ITIL processes such as Incident, Problem, Service Request Fulfilment, Change and Release Management and Knowledge Management processes etc.
• End user understanding of the IT Service Management tool (ServiceNow, HPSM etc.) and Project Management Tools (Jira) would be an added advantage.

Job Summary :

We are seeking a highly motivated and experienced Service Delivery Manager to oversee end-to-end service operations with a strong focus on stakeholder engagement , vendor coordination , and incident management . This role requires a strategic thinker with operational excellence to ensure service continuity, manage third-party vendors, and maintain strong client (ref : hirist.tech)