▷ [17/10/2025] Service Delivery Manager

Job Description 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.