Service Delivery Manager

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.

The Associate Manager - Services Delivery is responsible for the successful execution of IT service projects while also overseeing and managing project-based teams.

• 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:

• Evaluate and 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:

• Serve 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.
• 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.

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.
• 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.

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.

Expertise in: project management frameworks (e.g., Agile, Waterfall).

Proficiency in: team management tools (e.g., ServiceNow, Jira, Microsoft Project).

Leadership Skills:

• Strong leadership, conflict resolution, and decision-making abilities.
• Exceptional communication and interpersonal skills.

Able to: lead cross-functional and geographically dispersed teams.

Should be aware/ having the knowledge in managing: 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.