Senior Service Delivery Manager

1 week ago

hyderabad, India Aptimized Full time

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo—people who are more interested in how things could become. Accelerate your career and succeed in an environment where you can make an impact every day. We invite you to join in to stand out.


Aptimized is currently seeking a highly driven Service Delivery Manager to join our expanding Global Service Delivery Team. The Senior Service Delivery Manager is a senior leadership role within the Global Delivery department at Aptimized and is accountable for implementation and support of all global enterprise application systems and infrastructure systems. The role will provide leadership for all service delivery teams and services at Aptimized. This role requires partnering with Program Leadership, Senior Stakeholders, Technology Leadership, Quality Teams, vendor management and external service providers. The ideal candidate will have experience working in application development or business systems teams. This role is responsible for business relationship functions as well as project management functions serving multiple business units within our customer organizations.

  • Develop and utilize internal analysis reporting to discover inefficient / adverse support trends and work to correct
  • Develop and maintain a robust Service Management team to ensure uninterrupted service provision.
  • Manage business expectations and review workload with stakeholders for prioritization
  • Present all relevant Service Delivery metrics to critical business partners
  • Perform annual service assessment and customer satisfaction surveys
  • Perform annual service interlock with business units to ensure all AMS services are fit for purpose each year
  • Manage 3rd party weekly vendor governance and ensure adherence of SLA’s.
  • Develop and utilize internal reporting to manage 3rd party vendor performance and ensure internal / external SLAs are being met
  • Continual emphasis on efficiency and cost savings
  • Manage the overall function to meet any Service Level Agreements within budgetary constraints.
  • Manage all SOX & Audit Compliance to 100%.
  • Challenge existing practices and procedures and identify areas of service improvement.
  • Define and establish appropriate performance measures for staff and third-party service providers.
  • 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 (unresolved Priority 1 incidents)
  • 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 or audits
  • Ensure quality and stability of code of delivered enhancements to current and new domain applications so that additional maintenance and support requirements are minimized and are in line with agreed to SLAs
  • Ensure Delivery vendor compliance with Aptimized policies & procedures
  • Resolve escalations both with business customers and with Delivery team.
  • This role is an onsite, salaried position with benefits offered. We are an equal opportunity employer and only local candidates will be considered.


Education & Experience

  • Completed four-year university degree or equivalent in Computer Science or similar technical discipline
  • ITIL Certified
  • Extensive knowledge of large-scale, global application support and maintenance operations and the best practice support methodologies.
  • Previous experience in a global onshore/offshore delivery model of Delivery services
  • Previous experience managing global teams
  • Previous experience in the IT outsourcing industry
  • Knowledge of current IT management tools and practices to include problem management, change management, testing and quality assurance


Skills

  • Ability to schedule and use resources effectively
  • Sound analytical and problem-solving skills
  • 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
  • Customer Focus, Execution and Implementation, Communication, Collaboration and personal Effectiveness


Leadership Capabilities

  • Demonstrates cultural competence through the ability to understand, communicate with, and effectively interact with people across cultures.
  • Demonstrates strong resource management skills
  • Demonstrates excellent negotiation skills
  • Demonstrates excellent people management skills
  • Demonstrates excellent communication skills – oral, written, presentation

  • Senior Service Delivery Manager

    6 days ago

    Hyderabad, India Aptimized Full time

    To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo—people who are more interested in how things could become. Accelerate...

  • Senior Service Delivery Manager

    7 days ago

    Hyderabad, Telangana, India Aptimized Full time

    To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo—people who are more interested in how things could become. Accelerate...

  • Senior Service Delivery Manager

    4 days ago

    Hyderabad, India Aptimized Full time

    To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo—people who are more interested in how things could become. Accelerate...

  • Senior Service Delivery Manager

    1 week ago

    Hyderabad, India Aptimized Full time

    To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet; we're looking for professionals who aren't content with the status quo—people who are more interested in how things could become. Accelerate...

  • Service Delivery Manager

    4 days ago

    Hyderabad, Telangana, India NTT Full time

    Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.Your career here...

  • Service Delivery Manager

    18 hours ago

    Hyderabad, India NTT Full time

    JOB DESCRIPTION Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at...

  • Service Delivery Manager

    2 days ago

    hyderabad, India NTT Full time

    JOB DESCRIPTION Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at...

  • Service Delivery Manager

    4 days ago

    Hyderabad, India NTT Full time

    Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.Your...

  • Service Delivery Manager

    7 days ago

    Hyderabad, Telangana, India CGI Full time

    Position Description: JD: Identifying customer needs and overseeing service delivery within the business context. Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. Determining ways to reduce costs without sacrificing customer satisfaction. Assessing customer feedback and using...

  • Delivery Manager

    2 months ago

    hyderabad, India Saaki Argus & Averil Consulting Full time

    Job Description: Delivery Manager (DM)/(Senior PM) Roles : Responsible for managing Delivery and Operations of portfolio of projects across IT Operations, and Customer Support specializing in customer engagement and business performance in Cloud Ops space. Comes with a pragmatic approach to business growth through delivery excellence with direct...

  • Delivery Manager

    3 weeks ago

    hyderabad, India Saaki Argus & Averil Consulting Full time

    Job Description: Delivery Manager (DM)/(Senior PM) Roles : Responsible for managing Delivery and Operations of portfolio of projects across IT Operations, and Customer Support specializing in customer engagement and business performance in Cloud Ops space. Comes with a pragmatic approach to business growth through delivery excellence with direct...

  • Director - Service Delivery

    7 days ago

    Hyderabad, Telangana, India SplashBI Full time

    Job Description : The Professional Services Director has a frontline management role with two primary responsibilities: Services Delivery and Personnel Management- Responsible for the successful delivery of consulting services as well as the coordination of activities and information between key engagement stakeholders. Performance Management - Responsible...

  • Service Delivery Manager

    7 days ago

    Hyderabad, Telangana, India Planit Full time

    Planit are world leaders in application testing and quality engineering. We provide solutions that support organisations to deliver high quality systems, applications, and IT architecture. Planit is now a proud NRI company and part of a global movement to deliver a sustainable and secure future through better Information Technology exchanges. Our team offer...

  • Service Delivery Manager

    3 weeks ago

    Hyderabad, India Tiger Analytics Full time

    Job Description • Responsible for end-to-end management of Production support for a large account, act as a go-to person for solutioning, RFP/ solutioning.• Experience in managing delivery across all support layers ( L1,L2 and L3 )including minor enhancements and automation initiatives.• Drive thought leadership for next gen support processes in...

  • Service Delivery Manager

    7 days ago

    Hyderabad, Telangana, India Tiger Analytics Full time

    Job Description Responsible for end-to-end management of Production support for a large account, act as a go-to person for solutioning, RFP/ solutioning. Experience in managing delivery across all support layers ( L1,L2 and L3 )including minor enhancements and automation initiatives. Drive thought leadership for next gen support processes in an Agile,...

  • Manager - Service Delivery

    1 month ago

    Hyderabad, Telangana, India NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Manager - Service Delivery

    7 days ago

    Hyderabad, Telangana, India NTT Full time

    JOB DESCRIPTION NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our...

  • Manager - Service Delivery

    4 weeks ago

    Hyderabad, India NTT Full time

    JOB DESCRIPTION NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help...

  • Manager - Service Delivery

    3 weeks ago

    Hyderabad, India NTT Full time

    JOB DESCRIPTION NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help...

  • Manager - Service Delivery

    3 weeks ago

    Hyderabad, Telangana, India NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...