Service Delivery Lead

5 days ago

Nagpur, Maharashtra, India InfoCepts Full time ₹ 40,00,000 - ₹ 80,00,000 per year

Position: Service Delivery Lead

Purpose of the Position:

The purpose of this role is to lead the delivery of client Data Ops, DE&A projects while being the key SPOC for client projects. We are seeking an experienced Service Delivery Manager to oversee the successful delivery of Operations, Data Engineering, Analytics, and AI projects. This role requires strong leadership, client engagement, and technical understanding of modern data platforms and AI solutions.

Location: Nagpur/ Pune/ Chennai/ Bangalore

Type of Employment: FTE

Key Result Areas and Activities:

  • Delivery Management – Own end-to-end delivery of Data Operations (Managed Services), DE&A (Data Engineering and Analytics), and AI projects. Ensure adherence to SLAs, KPIs, and compliance standards. Drive operational excellence and continuous improvement.
  • Stakeholder and Client Management – Act as a primary liaison between clients and internal teams, managing expectations, handling escalations, and maintaining strong relationships to ensure customer satisfaction.
  • Continuous Improvement – Identify inefficiencies or gaps in service delivery across L1 operations, data engineering, and QA. Drive initiatives for process optimization, automation, and adoption of best practices.
  • Account Farming – Work with the client to understand their priorities, collaborate with in-house CoEs and SPOCs to identify potential areas for pitching our offerings/solutions, leading to potential revenue streams and expanded presence at the client end.
  • Team Leadership – Lead onsite and offshore teams, ensuring collaboration and productivity. Mentor team members and foster a culture of accountability and innovation.
  • Governance and Reporting – Conduct regular governance meetings with client stakeholders. Prepare and present delivery dashboards, risks and mitigations, and compliance reports.

Roles and Responsibilities

Essential Skills

  • 8+ years in IT delivery, with at least 7 years in data engineering/analytics projects
  • Strong experience in managing L1 Support work along with other streams including development work
  • Strong understanding of ITIL processes and service management frameworks
  • Proven ability to manage large teams and complex engagements
  • Experience in D&A domain specifically in Data & AI technologies – Databricks, Qlik, Kafka, Pentaho, Snowflake, AI frameworks, Python, LLMs, basics of Data Science
  • Basic understanding of AI technologies, LLMs, and AI use cases

Desirable Skills

  • Understanding of ML pipeline, model deployment, and ML Ops
  • Understanding of Incorta, Strategy, Power BI, CI/CD pipeline development
  • Understanding of ETL tools: Databricks, Qlik, Kafka, Snowflake
  • Business appreciation to understand business and functional requirements
  • Working knowledge of AI frameworks

Qualifications

  • Bachelor's degree in computer science, engineering, or related field (Master's degree is a plus)
  • Demonstrated continued learning through one or more technical certifications or related methods
  • At least 8+ years of experience in data analytics with focus on delivery, team handling, and stakeholder management

Qualities

  • Analytical thinking to resolve delivery challenges quickly
  • Ability to handle dynamic project scope and emerging technologies
  • Clear, concise, and persuasive communication for governance meetings and presentations
  • Maintaining calm and clarity during critical incidents

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