Service Delivery Lead

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About the Role

Software Service Delivery Leader

Key Responsibilities

1. Service Delivery Management

• Oversee end-to-end software service delivery across multiple client engagements.
• Ensure adherence to SLAs, KPIs, and client expectations.
• Implement delivery frameworks and best practices for scalable and consistent performance.
• Track and analyze performance metrics to ensure continuous improvement.

2. Enterprise Architecture & Technical Governance

• Collaborate with business and IT teams to define and evolve the enterprise architecture roadmap.
• Develop and enforce architectural frameworks, standards, and design principles.
• Align technology solutions with business strategy and modernization initiatives.
• Govern technology selection, integration, and scalability decisions.

3. Client & Stakeholder Management

• Act as the escalation point for delivery-related issues.
• Build and maintain long-term relationships with clients through proactive engagement.
• Communicate performance updates and insights to internal and external stakeholders.
• Partner closely with Sales, Account Management, and Support teams for end-to-end client success.

4. Leadership & Team Management

• Lead and mentor a team of service delivery managers, architects, and engineers.
• Manage resource allocation, training, and performance reviews.
• Build a culture of ownership, accountability, and collaboration within delivery teams.

5. Process Optimization & Innovation

• Identify gaps in delivery processes and implement best practices for improvement.
• Conduct root cause analysis and ensure preventive actions are executed.
• Stay updated on delivery methodologies, DevOps practices, and cloud technologies to maintain competitiveness.

6. Governance & Reporting

• Oversee incident, problem, and change management processes.
• Establish governance models to monitor service quality, compliance, and release readiness.
• Report delivery performance, operational metrics, and improvement initiatives to leadership.

Qualifications & Skills

• Bachelor’s or Master’s degree in Computer Science, IT, or related discipline.

• 20+ years of experience

  in software delivery or IT service management.

• Minimum 5 years

  in a senior leadership role managing large-scale teams and enterprise clients.
• Deep understanding of

  SDLC, Agile, DevOps, and Cloud delivery environments.

• Strong background in

  ITIL, service governance, and client engagement.

• Excellent communication, leadership, and stakeholder management skills.

• Preferred Certifications:

  ITIL, PMP, Prince2, or Scrum Master.

Apply now by sharing resume at subhash@beanhr.com