Service Delivery Manager

Service Delivery Manager – Job Description Job Summary: The IT Service Delivery Manager is accountable for the end-to-end delivery of Cloud and Infrastructure Services(CIS) programs and projects to meet customer needs, and responsible for managing customer relationships across their span of control. In this role, the SDM will be responsible for driving and supporting the CIS customer projects that span across the globe and to manage the delivery teams As the IT Service Delivery Manager, you will be responsible for:
• Leading a team of geographically dispersed resources to deliver technology projects on time and within budget for our global customers
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
• Work with the delivery teams to drive automation to bring efficiencies into the operations.
• Ensure that the right type and number of resources that are required to fulfil the planned projects are available and in place through cooperation with Resource management group (RMG) & Talent Acquisition teams.
• Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources
• Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution as well as bringing up the value adds.
• Responsible for financial management and reporting and optimizing processes and costs
• Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the senior leadership team
• Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritisation
• Holding the teams to the highest standards, project discipline and accountability
• Continuously improving the technical delivery model and strategy, implementing and managing delivery with the respective teams. Essential Functions of the Job:
• Initiate, build and sustain productive relationships with customers as well as with the delivery teams
• Serve as an escalation point for customer concerns if/when they arise
• Identify appropriate resolution to achieve client satisfaction in a timely manner
• Help develop account strategy and plan that best leverages resources and strategies to meet customer expectations
• Monitor and manage end-to-end delivery of CIS programs and projects sponsored by one or more customer groups to scope, time and budget
• Enforce standard methodologies, processes, and tools
• Provide leadership and direction to team leads and members
• Ensure highest level of customer satisfaction by delivering on/before time, first time right delivery principles.
• Ensure the programs / delivery run in a optimal model. Analytical/Decision Making Responsibilities:
• Must be able to work within a matrix organization – balancing the needs of the customer against firm initiatives and goals
• Must be able to identify appropriate product/service offerings to meet the client's needs
• Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
• Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.
• Identify, manage and resolve complex issues, preventing escalations, where possible
• Manage, negotiate and resolve project risks effectively
• Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
• Leader and team player – sets example for project managers, team leads, SME's and others to follow
• Create an open, honest, accountable and collaborative team environment Knowledge and Skills Requirements:
• Proven track record of delivering a collection of projects and programs for a portfolio size of $8M - $12M
• 15+ years of project delivery and client relationship management in a technology environment, out of that at least last 2 - 3 years in managing Cloud projects
• Good business acumen and ability to negotiate with business partners
• Strong customer orientation and able to manage customer expectations
• Good executive presence
• Experience in a cross-border role, successfully managing multiple complex projects at a global level and regional
• Ability to develop strategic plans and translate them to actionable roadmaps
• Good financial and people leadership skills
• Initiates, builds and maintains productive customer relationships
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Ability to manage risk, and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively
• Strong collaboration skills to build teams across business boundaries
• Leadership skills to successfully lead large, diverse and virtual teams.
• Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality
• Building trust with senior stakeholders in times of pressure. Supervision Responsibilities: The IT Service Delivery Manager manages teams specifically responsible to deliver projects to each of the customers in their span of control. The Service Delivery Manager is expected to:
• Conduct regular 1:1 briefings with the direct reports on an on-going and regular basis
• Know the status of projects in his/her span of control and any key issues that may impact scope or budget
• Synthesize and communicate project and business issues on an on-going basis, manage the group's awareness of major business and IT issues, and help to prevent escalations, where possible.
• To provide early warnings / proactive info to the senior leadership about the possible escalations. Empowerment/thought leadership:
• The IT Service Delivery Manager is empowered to exercise sound judgment and encouraged to make clear decisions on project issues, managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members Other Requirements:
• Global travel may be required
• Fluent English speaker Job Requirements: Education:
• A degree in Computer Science and/or a business-related degree; or equivalent work experience Experience:
• 15+ years in IT service provider environment working with multiple customers spread across globally to deliver projects in line with customer needs
• Significant experience in a customer service role and business management role
• Work experience in a Cloud and Infrastructure managed services industry
• Experience in managing external vendors, commercial negotiations
• Excellent relationship building and interpersonal skills, including cross-cultural competence
• Strong leadership qualities and a passion for building high performing teams
• 2 – 3 years of managing AWS/Azure cloud experience for global customers. Certification Requirements:
• Familiarity with ITIL v2 or 3 would be advantageous
• Cloud certifications (AWS/Azure/GCP)

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