We are seeking an experienced and results-driven Service Delivery Manager to lead and govern the end-to-end delivery of IT services and consulting engagements. This role requires strong ownership of service delivery, client satisfaction, operational excellence, and team performance across multiple technology-driven programs. The ideal candidate will act as a strategic partner to clients while ensuring consistent, high-quality service delivery aligned with business objectives and contractual commitments.
Key Responsibilities1. Service Delivery Management Own and manage end-to-end delivery of IT services and consulting projects, ensuring adherence to scope, timelines, budgets, and SLAs. Oversee delivery across application development, testing, support, maintenance, and digital transformation initiatives. Establish and manage governance models, KPIs, and service performance metrics. Ensure delivery excellence through structured review mechanisms and reporting frameworks.
2. Client & Stakeholder Engagement Act as the primary escalation point for clients on delivery, performance, and operational matters. Build and maintain strong client relationships by understanding business objectives and translating them into successful delivery outcomes. Lead service reviews, governance meetings, and executive-level discussions. Drive customer satisfaction and continuous value realization.
3. Team & Resource Management Lead and mentor cross-functional teams including project managers, technical leads, consultants, and delivery teams. Ensure effective resource planning, utilization, and capacity management across multiple engagements. Promote a culture of accountability, collaboration, and continuous improvement. Strengthen delivery maturity and performance standards across teams.
4. Risk, Quality & Process Excellence Identify and mitigate delivery risks, dependencies, and issues proactively. Ensure compliance with internal processes, security standards, and contractual obligations. Drive continuous improvement initiatives, process optimization, and operational efficiency. Implement quality assurance practices to maintain high service standards.
5. Financial & Commercial Ownership Manage delivery financials including budgeting, forecasting, cost control, and margin optimization. Support account growth through renewals, upselling, and identification of new opportunities. Collaborate with sales and pre-sales teams for solutioning, estimations, and proposal development.
Required Skills & Qualifications8+ years of experience in Service Delivery, Program Management, or Delivery Management within IT Services & Consulting. Strong understanding of Software Development Life Cycle (SDLC) and IT Service Management. Proven experience managing large-scale, multi-project client engagements. Hands-on experience with Agile, Scrum, Dev Ops, and Waterfall delivery methodologies. Strong knowledge of SLAs, KPIs, governance frameworks, and service management processes. Excellent leadership, stakeholder management, and communication skills. Strong analytical and problem-solving capabilities.
Preferred Qualifications Certifications such as ITIL, PMP, PRINCE2, or Scrum. Experience working with global delivery models and distributed teams. Exposure to cloud platforms, digital transformation programs, or enterprise application services. Prior consulting experience managing enterprise or strategic accounts.