Service Delivery Manager

The Pythian Group; Canada; Remote; CAD 90,000 - 150,000; Full time

Job summary

An innovative firm is seeking a Service Delivery Manager to lead customer relationships and ensure high-quality service delivery. In this role, you will manage resources, monitor service quality, and drive continuous improvement processes. You will collaborate with technical teams and oversee financial management, ensuring customer satisfaction and retention. This position offers the flexibility of remote work, a competitive rewards package, and opportunities for professional development. Join a forward-thinking company that values your expertise and supports your career growth while you work from the comfort of your home.

Benefits

Competitive total rewards package

Substantial training allowance

Work from home setup

Annual budget for workspace personalization

Volunteer opportunities during work hours

Qualifications

• 10+ years managing large strategic initiatives.
• Experience in project management methodologies like Agile and Waterfall.

Responsibilities

• Oversee service delivery processes and maintain customer relationships.
• Monitor KPIs and ensure compliance with service level agreements.

Skills

Customer Experience

Project Management

Change Management

Risk Management

Agile Methodologies

Cloud Services

Interpersonal Skills

Communication Skills

Education

Bachelor's degree in Computer Science

Tools

ITIL

PMP

Prince2

Lean/Six Sigma

Job description

Service Delivery Manager

EST | Remote | Work from home

Why Pythian:

At Pythian, we are experts in strategic database and analytics services, driving digital transformation and operational excellence. Pythian, a multinational company, was founded in 1997 and started by ensuring the reliability and performance of mission-critical databases. We quickly earned a reputation for solving tough data challenges. We were there when the industry moved from on-premises to cloud environments, and as enterprises sought more from their data, we expanded our competencies to include advanced analytics.

Today, we empower organizations to embrace transformation and leverage advanced technologies, including AI, to stay competitive. We deliver innovative solutions that meet each client’s data goals and have built strong partnerships with Google Cloud, AWS, Microsoft, Oracle, SAP, and Snowflake. The powerful combination of our extensive expertise in data and cloud and our ability to keep on top of the latest bleeding edge technologies make us the perfect partner to help mid and large-sized businesses transform to stay ahead in today’s rapidly changing digital economy.

Why you?

As a Pythian Service Delivery Manager you will be essential for ensuring that Pythian’s managed services meet customer expectations and are delivered efficiently and effectively. This role involves managing managed services resources, monitoring service quality, maintaining customer relationships, and continually improving service delivery processes. A successful Service Delivery Manager is a key contributor to customer satisfaction, retention, and the overall success of the organization.

What will you be doing?

• 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.

What do we need from you?

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

What do you get in return?

• 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.

HiringDisclaimer

The successful applicant will need to fulfill the requirements necessary to obtain a background check.

Accommodations are available upon request for candidates taking part in any aspect of the selection process.