Service Delivery Director

4 days ago

Vijayawada, Andhra Pradesh, India beBeeProject Full time ₹ 50,00,000 - ₹ 1,00,00,000

Job Title:

Senior Project Lead

About the Role:

We are seeking a seasoned Senior Project Lead to oversee the execution of IT service projects, ensuring alignment with scope, timelines, and budgets. The successful candidate will possess excellent leadership skills, strategic thinking, and the ability to foster high-performance teams.

Key Responsibilities:

  • Project Management: 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 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.
  • 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.
  • Delivery Financial Management: Responsible for completing billing processes promptly, adhering to the scheduled billing cycle, develop and track project budgets, billing, and financial forecasts, maintain financial dashboards to monitor project profitability and cost-effectiveness.
  • 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.
  • Certifications: PMP, PRINCE2, ITIL, or Agile certifications are required.
  • Experience: Greater than 8 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.

Skills:

  • Expertise in Project Management Frameworks: Agile, Waterfall.
  • Proficiency in Team Management Tools: ServiceNow, Jira, Microsoft Project.
  • Strong Leadership, Conflict Resolution, and Decision-Making Abilities:
  • Exceptional Communication and Interpersonal Skills:

Work Environment:

  • Account Management: Responsible for managing account(s) with a revenue size of minimum $1 million.
  • Dedicated Team Lead: Dedicated to leading project-based teams across multiple projects concurrently.
  • Travel Requirements: Occasional travel to customer or project sites may be required.

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