Job
Description
We are looking for an experienced and strategic Service Delivery Manager to lead and govern the delivery of technology services and solutions across multiple practices including Atlassian, AWS, DevOps, and Monday.com. The SDM will be responsible for driving consistent service excellence, ensuring delivery health, managing key accounts, and maximizing profitability while ensuring compliance and fostering high-performing teams. A suitable candidate is one who has been a part of the journey of an organization growth from 100 to 500 people strength and who has knowledge of the right processes and the right mindset to setup these processes to make this growth achievable. Further a right candidate would be is someone who can interact/deal with multiple customer interactions to set the right impression of enreap for 10-15 ongoing projects with 2-3 months duration and who is able to maintain the delivery metrics and delivery escalations. Role and Responsibilities Key Responsibilities: 1. Delivery Governance & Health Tracking • Establish and drive delivery governance models across all projects and engagements. • Define and monitor delivery KPIs: schedule adherence, quality metrics, delivery risk mitigation, and effort variance. • Lead cadence reviews (weekly/monthly/quarterly) with internal and customer stakeholders. • Proactively manage delivery escalations, risks, and issues to resolution. 2. Customer Satisfaction & Relationship Management • Own delivery-led customer success and engagement excellence across strategic accounts. • Maintain trusted relationships with senior customer stakeholders (CxO / program sponsors). • Ensure proactive communication and alignment with clients on deliverables, outcomes, and value realization. • Drive continuous service improvement and value-added initiatives for each customer engagement. 3. Revenue & Margin Assurance • Work closely with delivery leads and finance to track and assure revenue recognition, milestone validation, and profitability. • Drive effort optimization and efficient resource utilization to protect and grow margins. • Review SoWs and change requests for scope alignment and commercial viability. • Identify opportunities for account growth in collaboration with Pre-Sales and Sales. 4. Process & Compliance Adherence • Ensure strict adherence to internal quality and compliance processes across the delivery lifecycle. • Govern risk, security, and data privacy mandates per customer and organizational standards. • Champion best practices in Agile, ITIL, DevOps, and other relevant delivery frameworks. • Support audits, assessments, and certifications by providing required delivery data and compliance artifacts. 5. People Development & Retention • Lead and mentor a team of delivery leads, architects, engineers, and consultants across technologies. • Drive talent development through upskilling, cross-skilling, certifications, and learning paths. • Promote a high-performance culture and ensure timely feedback and appraisal cycles. • Implement retention plans, career progression paths, and succession planning. ________________________________________ Desired Skills and Experience: • 17+ years of progressive experience in IT services, with at least 5+ years in a Service Delivery leadership role. • Proven expertise in managing multi-technology portfolios, especially Atlassian tools, AWS cloud services, DevOps pipelines, and SaaS platforms like Monday.com. • Strong command over delivery methodologies (Agile, ITIL, DevOps), governance frameworks, and tooling. • Experience in managing both project-based and managed services delivery models. • Financial acumen to track project budgets, margins, and optimize cost levers. • Exceptional stakeholder management and communication skills with executive presence. • Demonstrated capability to lead and grow high-performing, distributed teams. • Familiarity with tools like Jira, Confluence, ServiceNow, Power BI, and Smartsheet for delivery tracking and reporting. ________________________________________ Preferred Qualifications: • Bachelor's/Master’s in Engineering, Computer Science, or equivalent. • Certifications in PMP, ITIL, AWS, SAFe, Atlassian ACP, or similar are highly desirable. Must have skills: • Service Delivery management including Project Planning and Execution, Project Scope management, Stakeholders Management, Change Management, Risk Management, Resource Management and Quality management • Variance management across short and long term projects, RCA best practices • Project or customer level P&L tracking and analysis • Project Delivery stream ownership for projects running across multiple PMs and multiple technology domains • Experience executing Agile/Waterfall projects • Excellent communication skills • Team leadership skills to manage multiple small teams and their delivery status • Knowledge of day-to-day delivery challenges and mitigation plans • Extensive Experience in client facing roles and with Implementation Methodologies such as ITIL across standard market tools Show more Show less
