Short Description

Sr. Service Delivery Manager


Graduate or Post Graduate from Premium Institute

Job Responsibilities

Job Description:

  • Manage the overall delivery of one large engagement or multiple smaller AM engagements that have 30 to 150 FTEs are multi-tower have complex location distribution.
  • Review engagement financials and margins.
  • Responsible for overall Engagement related delivery strategy, overall customer satisfaction, delivery led sales, portfolio expansion and new business development

Development and deployment of service delivery execution strategy
Provide overall leadership to engagements, management of escalations, and direct project managers/teams in the delivery of high-quality deliverables within committed timeframes
Implement and monitor strong program management practices on engagements, like scope management, change request management, quality management, schedule management, risk management & compliance, as per standard implementation best practices
Manage positive client relationships across all engagements by:
developing relationships with key stakeholders from the client teams
establishing continuous communication links with them
leveraging these relationships towards creating a positive experience for the client for ongoing engagements and future account expansion
Manage the engagements in line with the contractual obligations by developing clear understanding of contract and obligations therein
Develop & deploy overall strategy for improving profitability of engagements by effective management of parameters like, but not limited to
E2E Contribution Margin
Offshore leverage
E2E staffing pyramid
Ensure continuous and smooth communication w.r.t. service delivery among all stakeholders and team members, as needed.
Demonstrate clearly, own contribution to development of existing accounts as well as new business
Management & development of reportees and SDMs
Oversee engagement related forecasting and reporting
Protect the interest of client and delivery, by challenging the construct of the service delivery, and driving continuous service improvements and innovation through triggers like but not limited to:
Best practice implementation
Drive process efficiency
Develop new solutions based on sector/ technology trends
Oversee relations with vendors and/or third-parties with respect to delivery of own engagements
Participate in transition activities, as needed, to ensure that service is not impacted while transitioning any function

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