Service Delivery Manager

Position Title: Manager - Services Delivery

Location: Mohali

Shift – As per requirement

Position Overview:

In a projectized organizational structure, the Manager - Services Delivery is responsible for the successful execution of IT service projects while also overseeing and managing project-based teams. 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.

Key Responsibilities:

Delivery Management:

• 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:

• 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 & People 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.
• Conduct regular performance reviews, provide constructive feedback, and address underperformance for the people who are directly reporting to him for SDM space.
• 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.
• Conduct Daily, Weekly & Monthly Cadence with external and external stakeholders.

Delivery Financial Management:

• 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.

Qualifications:

• Education: Bachelor's degree in IT, Project Management, or a related field.
• Experience:
• Greater than 10 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.
• Certifications: PMP, PRINCE2, ITIL, or Agile certifications are required.
• Skills:
• 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.

Key Competencies:

• Ability to lead cross-functional and geographically dispersed teams
• Proven expertise in managing end-to-end service delivery lifecycles, from initiation and planning to execution, monitoring, and closure
• Leadership and Team Management: Ability to inspire, guide, and manage teams to achieve goals.
• Project Orientation: Expertise in handling project lifecycles from initiation to closure.
• 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.
• Strategic thinking and problem-solving
• Customer focus and service excellence
• Attention to detail and process orientation
• Conflict resolution and escalation management
• Analytical & Reporting Skills
• Knowledge of ITIL framework and ISO standards

Work Environment:

• Responsible for managing account(s) with a revenue size of minimum
  $2 million
• Dedicated to leading project-based teams across multiple projects concurrently.
• Occasional travel to customer or project sites may be required.
• Flexibility to work outside regular hours to meet project milestones or address critical issues.