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Senior Service Delivery Manager

3 months ago

Pune, India ACS International India Pvt. Ltd. (ACSII) Full time

ACSI India is seeking a highly experienced Service Delivery Manager with over 15 years of expertise to join our team. The ideal candidate will be responsible for ensuring the seamless delivery of services and maintaining high standards of performance and efficiency.


About ACS India:

ACS International India Pvt Ltd. (ACS-I India) is a wholly owned subsidiary of ACS International Ltd, USA and a part of the American Chemical Society. ACS-I India represent products and services provided by ACS divisions, including CAS to the world’s most important scientific companies, government organizations, global patent offices and academic institutions to promote research and discovery.


About ACS-Publications:

A division of the American Chemical Society, ACS Publications supports researchers through journals, eBooks, scientific programs, and the news magazine Chemical & Engineering News.


Job Requirements:

Key Responsibilities:

  • Lead, mentor, and manage an Offshore team of technologists, fostering a culture of collaboration, innovation, and continuous improvement
  • Foster a positive and inclusive work environment, promoting diversity and collaboration within the team
  • Oversee the design, development, testing, and deployment of software solutions, ensuring they meet business requirements and quality standards
  • Collaborate with cross-functional teams, including product management, QA, and operations, to define project scope, priorities, and timelines
  • Drive the adoption of best practices in software development, including code reviews, testing, and documentation
  • Provide technical guidance and support to team members, helping them to solve complex technical challenges
  • Monitor and manage team performance, conduct regular performance reviews, and provide feedback
  • Stay up to date with emerging technologies and industry trends and incorporate this knowledge into the team’s development practices
  • Contribute to the development of the overall technology strategy and roadmap, aligning it with business objectives
  • Manage resource allocation, project budgets, and timelines to ensure successful project delivery


Service Delivery

  • Manage business expectations and review workload with stakeholders for prioritization
  • Act as the primary point of content for clients regarding offshore service delivery issues and escalations
  • Present all relevant service delivery metrics to critical business partners.
  • Manage the daily operations of the offshore service delivery team to ensure efficient an effective service delivery.
  • Manage weekly governance and ensure adherence of service level agreements (SLAs)
  • Resolve escalations both with business customers and with Delivery team.
  • Develop and utilize internal reporting to manage performance and ensure internal / external SLAs are being met
  • Identify potential risks to service delivery and develop mitigation strategies
  • Regularly monitor and report on service performance, identifying areas for improvement and implementing corrective actions


People Leadership

  • Lead, develop and mentor the Offshore service delivery team, fostering a positive and productive work environment
  • Demonstrate effective communication
  • Promote a culture of continuous improvement within the team
  • Identify, manage, and resolve conflict
  • Define and establish appropriate performance measures for staff


Technical Operations

  • Develop and maintain a robust Service Management team to ensure uninterrupted service provision.
  • Contribute to the development of common methods and procedures and apply relevant global standards, policies, practices, and procedures within own area of responsibility.
  • Drive, manage and coordinate crisis management, backlog management, and prioritization.
  • Liaise with Engineering Teams and relevant colleagues to ensure any new releases are fit for purpose and do not adversely affect the production environment.
  • Manage Security Operations and ensure 100% compliance to security standards Software Engineering
  • Develop and maintain high-quality software solutions
  • Test and deploy scalable and reliable software applications
  • Translate requirements into technical specifications
  • Debug and resolve software defects, performance issues and other technical challenges
  • Participate in code reviews and ensure code quality
  • Collaborate with the onshore enterprise architecture and software engineering teams to align on technical requirements, architecture, and project timelines
  • Implement DevOps practices to streamline the software development lifecycle and enhance operational efficiency


Required Qualifications:

  • Bachelor's degree in computer science, software engineering, or a related field
  • Proven experience in a software engineering leadership role, with a track record of successfully managing and delivering complex software projects
  • Strong technical background, with hands-on experience in software development and a deep understanding of software engineering principles and practices
  • Proficiency in one or more programming languages, such as Java, Python, or JavaScript
  • Experience with software development methodologies, tools, and frameworks
  • Excellent leadership, communication, and interpersonal skills
  • Demonstrated experience in a global onshore/offshore delivery model of Delivery services
  • Demonstrated experience managing global teams
  • Strong analytical, problem-solving, and decision-making abilities
  • Ability to work effectively in a fast-paced, dynamic environment
  • Experience with agile development methodologies (e.g., SAFe)
  • Extensive knowledge of large-scale, global application support and maintenance operations and the best practices (e.g., ITIL certification)
  • Knowledge of current IT management tools and practices to include problem management, change management, testing and quality assurance
  • Experience working within a WITCH organization
  • Proven track record of managing service delivery teams and achieving high levels of client satisfaction


Preferred Qualifications

  • Master’s degree in computer science, business administration or a related field
  • SAFe Certification
  • Experience with containerization and orchestration technologies (Docker, Kubernetes)


Skills:

  • Ability to schedule and use resources effectively
  • Self-motivated and forward thinking
  • Strong leadership & management skills to drive effective delivery.
  • Strong communication skills to promote and ensure adherence to the Technology strategy and plans.
  • Expert level process refinement, troubleshooting and triaging skills.
  • Background working with technology areas, such as Network, Operations and Application Management
  • Background in development and prior coding experience.
  • Expert level Service Delivery skills and must be a versatile resource.
  • Self-starter who does not need external guidance.
  • Capable of working to and meeting target driven SLAs.


If interested, please send your cover letter and CV to hrdtech@acs-i.org.