Service Delivery Manager

Summary

Join Pythian as a Service Delivery Manager and play a vital role in ensuring that our managed services meet customer expectations and are delivered efficiently and effectively. You will manage resources, monitor service quality, maintain customer relationships, and continuously improve service delivery processes. This role is crucial for customer satisfaction, retention, and the overall success of the organization. Key responsibilities include customer relationship management, service delivery oversight, resource management, quality and performance management, cross-functional team leadership, and service quality assurance. You will also handle financial management, risk management, documentation and reporting, and continuous improvement initiatives. The position requires a strong background in customer experience, project management, and team leadership, along with specific technical IT experience and certifications.

Requirements

• Solid, experienced background in Customer Experience
• Expert-level knowledge of project and change management, methodologies, techniques, processes, and approaches
• A natural problem-solver and strategic thinker; able to bring clarity to chaos and navigate through ambiguity
• Certifications on ITIL
• A positive, collaborative, and friendly attitude
• Technical IT experience (e.g. Public Cloud, QA, Software Development, DBA)
• Solid background leading a team comprising senior resources
• Solid PMO background at a senior level, with experience of running an enterprise Project Management Office with full lifecycle experience
• Strong influence and persuasion skills at all levels, up and including C-level
• Experience of managing and directing large scale PMO teams
• Strong risk management, governance, and compliance background
• Strong understanding of the Project Lifecycle (PLC); System Development Lifecycle (SDLC); and Agile delivery components and frameworks (e.g. Scrum, Kanban, etc)
• Experience of driving cost efficiencies across large complex programs
• 10+ years experience managing large strategic initiatives
• 5+ years experience working with Senior Management (you must feel comfortable presenting ideas to C-Level decision makers and challenging their thoughts when appropriate)
• Experience in project management methodologies (Agile, Kanban, Waterfall, etc.)
• Experience in projects delivered via CICD (Continuous Integration Continuous Delivery)
• Exposure towards systems engineering, software engineering and contribution towards technical solution discussions
• Interpersonal skills, including relationship building and collaboration within a diverse, cross-functional team
• Excellent communication skills and strong stakeholder management skills
• Solid understanding of Architectural patterns and implementations
• Familiarity with Cloud Service Providers: Azure, AWS, Google, OpenStack, etc
• Familiarity with Cloud Computing Services: IaaS, PaaS, SaaS
• Ability to understand the common concerns and needs at all hierarchical levels of a technical organization
• Self-motivated and directed, while working in a fast-paced demanding environment

Responsibilities

• Customer Relationship Management - Serve as the primary point of contact for customers, building strong relationships, understanding their needs, and translating Pythian's services into business value while conducting Quarterly Business Reviews
• Service Delivery Oversight - Oversee the end-to-end service delivery process, including developing strategies, monitoring progress, and ensuring compliance with scope, schedule, and budget while collaborating with Project Managers
• Resource Management - Partner with technical team managers for appropriate resource allocation, forecast requirements based on client needs, and address potential constraints through collaboration with stakeholders
• Quality & Performance Management - Monitor key performance indicators and service level agreements, ensure financial management (budget and margin optimization), and implement continuous improvement processes
• Cross-functional Team Leadership - Coordinate with technical teams across practices to ensure delivery of high-quality Pythian services aligned with client requirements and SLAs
• Service Quality Assurance - Define and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure services meet quality and performance standards. Identify areas for improvement and implement process enhancements to enhance service quality
• Financial Management - Develop and manage budgets for service delivery operations and ensure customer margin optimization
• Risk Management - Identify potential risks and issues related to service delivery and develop mitigation strategies. Handle escalations and critical issues, working to find quick and effective resolutions ensuring stakeholders are informed and consulted
• Documentation and Reporting - Maintain comprehensive documentation of service processes, procedures, and customer interactions. Generate regular reports on service performance, customer satisfaction, margin and team productivity. Provide frequency service delivery customer reports detailing outcomes, successes, KPIs, metrics
• Continuous Improvement - Foster a culture of continuous improvement within the service delivery team
• Customer Account Growth - Work with Account Managers and internally to expand into the customer’s environment

Preferred Qualifications

• Bachelor's degree in Computer Science / Engineering or a related technical discipline is preferred
• Optional certifications including PMP, Prince2, Lean/Six Sigma

Benefits

• Love your career: Competitive total rewards package with an annual bonus
• Love your development: Hone your skills or learn new ones with our substantial training allowance; participate in professional development days, attend conferences, become certified, whatever you like!
• Love your work/life balance: Why commute? Work remotely from your home (forever), there’s no daily travel requirement to an office! You can be located anywhere in the US or Canada, all you need is a stable internet connection
• Love your workspace: We give you all the equipment you need to work from home including a laptop with your choice of OS, and an annual budget to personalise your work environment!
• Love your community: Blog during work hours ; take a day off and volunteer for your favorite charity