Lead Consultant Service Delivery Manager

Summary

Join Thoughtworks as a Lead Service Delivery Manager (SDM) in DAMO™ managed services, playing a pivotal role in optimizing application and infrastructure services for clients. You will manage service delivery, exceeding client expectations while fostering strong relationships. Responsibilities include building partnerships with clients, tracking key metrics, ensuring timely invoicing, and facilitating resource allocation during incidents. You will contribute to improving service delivery practices and ensure compliance with contracts. Thoughtworks offers a supportive environment with opportunities for professional development and career growth.

Requirements

• You have experience in managed services delivery, particularly in technology and IT services
• You have experience with service level agreements and incident management, estimation, capacity planning, proposal building, contract negotiation and managing contract financials
• You are skilled at working with client stakeholders and company leadership teams to shape and execute initiatives, as well as with operational technical staff
• You have strong experience with ITIL and ITSM tools and methodologies, applying them on client engagements
• You have strong problem-solving and time management skills, and the ability to make decisions under pressure
• You have experience in synthesizing complex information and quickly formulating action plans
• You are able to analyze data to draw meaningful inferences, i.e.: trends or patterns, potential financial impacts, etc
• You are resilient in ambiguous situations and can adapt your role to approach challenges from multiple perspectives; You don’t shy away from risks or conflicts, instead you take them on and skillfully manage them
• Listening is one of your key strengths and you understand the importance of asking questions to ensure understanding
• You are a leader capable of leading with influence to drive results
• You are comfortable working autonomously while recognizing the importance of empowered teams to deliver exceptional value to customers
• You are active in working to address improvements in performance while ensuring instances of positive performance are recognized and appropriately celebrated
• Cultivating strong partnerships comes naturally to you; You understand the importance of relationship building and how it can bring new opportunities to our business

Responsibilities

• Manage delivery of managed services in line with the expectations of the contract and based on fostering a mature and respectful relationship with the relevant client and internal stakeholders
• Share your service delivery expertise and actively contribute to building improvements to the foundations of the practice of service delivery within DAMO
• Build a partnership with clients that enables anticipation of their needs and plans for delivery with internal support teams
• Track key metrics for service delivery and identify and initiate corrective activity to ensure service level agreements are consistently achieved
• In the event of a highly impactful incident, you will work to ensure the required resources are appropriately focused and working effectively while ensuring key customer stakeholders are kept informed on a regular basis, including the performance and delivery of a post incident review
• Ensure that all customer invoices and customer reports are accurate and consistently issued in a timely manner
• Ensure that Thoughtworks people have access to the tools that they need to perform their role and actively facilitate remediation where required
• Ensure that Thoughtworks technical teams are aware of their requirements under the contract and monitor and act where required to ensure compliance
• Ensure risks are identified, recorded, communicated and have agreed mitigation or acceptance plans

Benefits

• There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you
• But we also balance autonomy with the strength of our cultivation culture
• This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow
• We see value in helping each other be our best and that extends to empowering our employees in their career journeys
• #LI-Remote