Service Delivery Manager

Greetings from Wilco Source a CitiusTech Company!!!

Job Title: Service Delivery Manager - EDI Platform

Location: Pune / Noida / Mumbai / Hyderabad

Role Overview

Lead and coordinate three critical streams:
EDI Migration Project Transition from legacy EDI platform (Trusted Link) to IBM Sterling B2B Integrator under a tight deadline.L2/L3 Support Team Manage ongoing support for the legacy EDI platform during migration and stabilization.Azure Modernization Project Collaborate with cloud engineering teams to plan cutover, handover, and transition of EDI workloads to Azure.Additionally, drive process maturity by improving SOPs, governance frameworks, KPIs, and reporting standards across all streams.

Key Responsibilities

Program Governance & Planning

Develop integrated program plans covering migration, support, and Azure modernization.
Define milestones, dependencies, and risk mitigation strategies across all streams.Cutover & Transition ManagementPlan and execute cutover from legacy to Sterling and later to Azure.Ensure smooth handover of systems and documentation to cloud operations teams. Process Improvement

Review and enhance existing SOPs for migration, support, and cloud transition.
Establish governance frameworks for decision-making and escalation.Define and implement KPIs for delivery of performance, SLA adherence, and quality.Standardize reporting templates and dashboards for leadership and client visibility.

Team Leadership
Manage composite teams (employees + vendor resources) across development, QA, support, and cloud engineering.Align resources and resolve conflicts across parallel projects.Stakeholder CommunicationProvide consolidated status updates to senior leadership and client.Prepare executive dashboards and transition readiness reports.

Budget Oversight
Track program financials and performance against SOW.Negotiate scope changes and manage invoicing approvals.Risk & Issue ManagementMaintain risk register for migration and cloud transition.Implement contingency plans for cutover failures or delays.

Compliance & Security
Ensure HIPAA and data security compliance during migration and cloud onboarding.Validate encryption and audit controls in Azure environment.

Required Skills & Qualifications

Experience:

Technical Knowledge:

EDI standards (X12, EDIFACT), IBM Sterling B2B Integrator, legacy platforms (Trusted Link).
Familiarity with Azure cloud services (IaaS, PaaS, networking, security).

Skills:

Strong vendor management and multi-team coordination.
Expertise cutover planning, transition governance, and managed services. Ability to design and implement SOPs, governance models, KPIs, and reporting frameworks. Proficiency in project management tools (MS Project, JIRA, ServiceNow).

Certifications:

PMP or equivalent preferred.
ITIL Foundation for support governance. Azure Fundamentals (preferred).

Preferred Attributes

Experience in US Healthcare EDI (HIPAA compliance).
Ability to manage tight deadlines and high-pressure environments. Strong communication and negotiation skills.

Performance Metrics

On-time delivery of migration and Azure transition milestones.
SLA adherence for legacy platform support. Successful cutover with zero critical incidents. Improved SOP compliance and governance maturity. KPI-driven reporting accuracy and timeliness.

If you are interested, please share your updated resume to ramkumar.prakash@citiustech.com

Thanks & Regards,

Ramkumar Prakash

Assistant Manager - Recruitment