Senior Service Delivery Manager

1 hour ago

Chennai Tamil Nadu India, Tamil Nadu Mastek Full time

Senior Delivery Lead / Offshore Account Partner

Location: Chennai or Bangalore

Experience: 15–20 years


Role Overview

We are seeking a seasoned delivery leader with strong technical depth and proven experience managing both delivery and client/account responsibilities. This role serves as the primary offshore liaison for client stakeholders—ensuring timely, high-quality delivery while also nurturing account growth. The position is intended to transition into a full-fledged Account Manager (AM) role as the account scales.


Candidate Requirements

1. Senior PM + Strong Technical Background

  • 15-20 years
  • years of IT experience with solid project/program management expertise.
  • Strong technical foundation with exposure to architecture, solutioning, and platform understanding.
  • Ability to engage deeply with technical teams and manage complex delivery environments independently.

2. Dual Responsibilities: Delivery + Account Management

  • Demonstrated experience handling both:
  • Delivery Management: end-to-end execution, stakeholder communication, quality & timeliness, issue resolution.
  • Account Management: client engagement, opportunity mining, demand generation, relationship building.
  • Willing and capable of growing into a full Account Manager role over time.
  • Strong understanding of processes, culture, governance, compliance, and engagement models.

3. Financial Services / BFSI Experience

Solid experience in Financial Services / Banking delivery environments.


Key Responsibilities

Client & Account Management

  • Act as the primary offshore point of contact for hiring managers and client stakeholders.
  • Build, strengthen, and maintain strong client relationships through frequent engagement and onsite interactions.
  • Anticipate client needs proactively and ensure seamless delivery and staffing support.

Delivery Management

  • Lead end-to-end delivery of profiles and technical resources aligned with client expectations.
  • Handle escalations, client feedback, and drive continuous improvements in delivery processes.
  • Collaborate with internal recruitment and delivery teams to meet demand forecasts and SLAs.

Governance & Compliance

  • Participate in governance forums, service reviews, and supplier meetings.
  • Ensure compliance with internal and client-defined processes, reporting structures, and audit requirements.

Demand Generation & Growth

  • Identify new opportunities and contribute to account expansion.
  • Generate additional offshore demand through consistent performance and client confidence.
  • Support strategic account maturation in partnership with onshore and leadership teams.


Required Skills & Experience

  • 15-20 years of delivery management and client-facing experience in IT services or staffing.
  • Strong communication, stakeholder management, coordination, and problem-solving abilities.
  • Deep understanding of IT hiring, resource management, and delivery operations.
  • Experience managing offshore teams and scaling delivery capacity.
  • Ability to travel within India for client engagements as needed.

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