Senior Service Delivery Manager

Senior Service Delivery Manager

Location: Hyderabad, India

Reports to: CTO

Department: Global Delivery, Service Delivery Group

Budget/Revenue Responsibility: Yes

Team Size: 100+ indirect reports

Position Summary

The Senior Service Delivery Manager is a senior leadership role within the Global Delivery department at Aptimized, responsible for managing all aspects of project delivery and support for enterprise applications and infrastructure systems. This role ensures the successful and continuous delivery of services, maintaining high levels of customer satisfaction, meeting service level agreements (SLAs), and managing vendor relationships. The Senior Manager works closely with senior stakeholders, program leadership, quality teams, technology teams, and external service providers to ensure that delivery objectives are achieved within budget and on time.

Core Responsibilities

• Service Delivery Management
• Lead service delivery teams to ensure seamless operations and delivery of services.
• Develop and utilize internal reporting systems to track and improve service performance.
• Oversee third-party vendor governance and ensure strict adherence to SLAs.
• Monitor and meet internal and external SLAs consistently.
• Stakeholder Management & Collaboration
• Collaborate with business owners and stakeholders to manage expectations and prioritize workloads.
• Regularly present service delivery metrics to senior business leaders and stakeholders.
• Conduct annual service assessments, customer satisfaction surveys, and interlocks with business units to ensure service fit for purpose.
• Represent Aptimized in meetings with US business counterparts.
• Vendor & Audit Compliance
• Manage and enforce weekly vendor governance to ensure SLA compliance and performance.
• Ensure 100% compliance with SOC2 audits and security standards.
• Oversee security operations to ensure complete alignment with compliance and security protocols.
• Process Improvement & ITIL Framework
• Drive continual process improvement to enhance service efficiency and cost-effectiveness.
• Implement ITIL framework processes across service delivery teams to standardize operations.
• Focus on year-over-year cost reductions and efficiency improvements.
• Crisis Management & Incident Resolution
• Lead the resolution of Priority 1 (P1) incidents, ensuring issues are resolved within the agreed SLAs.
• Resolve escalations from both business customers and delivery vendors to maintain high levels of customer satisfaction.
• Performance Management
• Define and establish performance measures for both internal staff and third-party service providers.
• Monitor and assess vendor and internal team performance to meet or exceed SLAs.
• Conduct regular performance reviews to ensure continuous improvement and customer satisfaction.
• Security & Compliance Management
• Build and manage security SLAs, focusing on reporting, metrics, and security violation prevention.
• Ensure that all service delivery vendors adhere to Aptimizeds policies and procedures to maintain compliance.
• Project & Change Management
• Liaise with global teams to ensure that new releases and changes are fit for purpose and do not disrupt the production environment.
• Manage the timely and on-budget delivery of all projects, ensuring customer satisfaction levels are maintained at 7 or above.

Qualifications

Essential:

• Education: Bachelors degree in computer science or similar technical discipline.
• Certifications: ITIL Certified (required).
• Experience:
• Extensive experience in global application support and maintenance operations.
• Proven track record managing large, global onshore/offshore service delivery teams.
• Prior experience in IT outsourcing, vendor management, and managing service performance.
• Hands-on experience in development and coding (preferred).
• Skills & Competencies:
• Expertise in IT management tools and best practices (problem management, change management, testing, and quality assurance).
• Strong leadership, communication, and people management skills.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Proficiency in managing large, distributed teams and overseeing vendor performance.

Desirable:

• Certifications: Certified Scrum Master (CSM), Six Sigma, or an MBA.
• Experience:
• Hands-on experience in managing technology domains such as Network, Operations, and Application Management.
• Expertise in managing global service delivery models and cross-cultural teams.
• Strong negotiation skills and resource management experience.

Language Requirements:

• English: Proficient in both oral and written communication.