Global Service Delivery Executive

22 hours ago

Alwar, Rajasthan, India beBeeProjectManager Full time US$ 12,00,000 - US$ 15,00,000
Service Delivery Manager

We are seeking a Service Delivery Manager to lead and oversee the successful execution of IT service projects, ensuring alignment with scope, timelines, and budgets. 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.

Job Description:

The Service Delivery Manager will be responsible for managing account(s) with a revenue size of minimum $1 million. They will lead project-based teams across multiple projects concurrently, driving efficiency and quality through continuous improvement initiatives.

Key Responsibilities:

  • 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.
  • 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.
  • 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.
  • Monitor service delivery metrics and take corrective/preventive actions as needed.
  • Assign, manage, and oversee project-specific team resources, ensuring optimal utilization and alignment with project goals.

Required Skills and Qualifications:

  • Education: Bachelor's degree in IT, Project Management, or a related field.
  • Certifications: PMP, PRINCE2, ITIL, or Agile certifications are required.
  • Experience:
  1. Greater than 8 Years in Service delivery in EUC, Networking and similar role in IT Managed services.
  2. Proven experience in managing projectized environments, IT service delivery, and people management.
  3. Demonstrated success in leading and developing diverse teams.

Benefits:

  • Opportunity to lead cross-functional and geographically dispersed teams.
  • Ability to manage Service delivery lifecycles.
  • 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.
  • Customer focus and service excellence.
  • Attention to detail and process orientation.
  • Analytical & Reporting Skills.
  • Knowledge of ITIL framework and ISO standards.

Work Environment:

  • Occasional travel to customer or project sites may be required.
  • Flexibility to work outside regular hours to meet project milestones or address critical issues.

Qualifications:

  • 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.

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