Program Manager

Avance Consulting; München; Vor Ort; EUR 90.000 - 150.000; Vollzeit

Zusammenfassung

Avance Consulting seeks a Senior IT Service Delivery Manager to lead large-scale managed services engagements for global clients. You will ensure high-quality service delivery, customer satisfaction, and operational excellence while guiding AI-led transformation initiatives.

Join a leadership team that partners with customer executives to drive business outcomes, governance, and continuous improvement across multiple service lines and locations.

Qualifikationen

• Extensive experience managing large-scale IT managed services engagements.
• Strong knowledge of ITIL Service Management processes and operational governance.
• Proven leadership in managing global delivery teams across multiple locations.

Aufgaben

• Own end-to-end service delivery across multiple applications, infrastructure, or digital services.
• Ensure SLA, KPI, and contractual commitments are consistently achieved or exceeded.
• Drive operational excellence, service stability, and continuous service improvement.
• Lead service governance, operational reviews, and executive steering meetings.
• Build trusted relationships with customer leadership and key stakeholders.
• Act as the primary escalation point for critical service issues and major incidents.
• Conduct Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and executive governance meetings.
• Improve customer satisfaction through proactive engagement and value-driven service delivery.
• Drive Incident, Problem, Change, Release, Capacity, Availability, and Service Continuity Management.
• Improve service reliability through root cause analysis and preventive actions.
• Identify automation and AI opportunities to improve service quality and operational efficiency.
• Establish governance dashboards and service health metrics.
• Lead Delivery Managers, Service Managers, Technical Leads, and cross-functional delivery teams.
• Build high-performing teams through coaching, mentoring, and succession planning.
• Drive workforce planning, capability development, and employee engagement.
• Foster a culture of accountability, collaboration, innovation, and continuous learning.
• Lead service transitions from project to operations and manage knowledge transfer activities.
• Drive service modernization, automation, AI adoption, and operational transformation initiatives.
• Ensure seamless onboarding of new services and successful execution of transformation programs.
• Lead the delivery of AI-enabled programs, including AI Scaffolding, AI-assisted development, and intelligent automation initiatives.
• Define the AI adoption strategy and roadmap for projects, ensuring alignment with customer objectives and business outcomes.
• Identify opportunities to leverage AI across the SDLC to improve productivity, quality, and time-to-market.
• Drive adoption of AI engineering frameworks, coding assistants, test automation, documentation generation, and knowledge management solutions.
• Establish governance for responsible AI usage, including security, privacy, compliance, and quality standards.
• Monitor and report AI adoption metrics such as productivity gains, automation coverage, quality improvements, and business value realization.
• Collaborate with Enterprise Architects, AI CoE, Product Owners, and Engineering teams to integrate AI into delivery processes.
• Lead AI pilots, proof of concepts (PoCs), and scaled implementations, ensuring measurable outcomes and successful production rollout.
• Build AI capabilities within delivery teams through coaching, training, and best-practice sharing.
• Evaluate emerging AI technologies and recommend their adoption to improve delivery efficiency and customer value.
• Drive continuous improvement by identifying new AI use cases across development, testing, operations, support, and project management.
• Present AI adoption progress, business benefits, and transformation outcomes during customer governance and executive reviews.
• Ensure AI initiatives deliver measurable improvements in productivity, quality, cost optimization, and customer satisfaction while maintaining delivery commitments.

Kenntnisse

ITIL & governance

Global delivery teams

Managed services leadership

Jobbeschreibung

Senior IT Service Delivery Manager to lead large-scale managed services engagements for global clients. The role is responsible for ensuring consistent, high-quality service delivery, customer satisfaction, operational excellence, financial performance, and continuous service improvement. The individual will provide strategic leadership across multiple service lines while partnering with customer executives to drive business outcomes and AI-led service transformation.

Key Responsibilities

Service Delivery Leadership

• Own end-to-end service delivery across multiple applications, infrastructure, or digital services.
• Ensure SLA, KPI, and contractual commitments are consistently achieved or exceeded.
• Drive operational excellence, service stability, and continuous service improvement.
• Lead service governance, operational reviews, and executive steering meetings.

Customer Relationship Management

• Build trusted relationships with customer leadership and key stakeholders.
• Act as the primary escalation point for critical service issues and major incidents.
• Conduct Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and executive governance meetings.
• Improve customer satisfaction through proactive engagement and value-driven service delivery.

Operational Excellence

• Drive Incident, Problem, Change, Release, Capacity, Availability, and Service Continuity Management.
• Improve service reliability through root cause analysis and preventive actions.
• Identify automation and AI opportunities to improve service quality and operational efficiency.
• Establish governance dashboards and service health metrics.

Leadership & People Management

• Lead Delivery Managers, Service Managers, Technical Leads, and cross-functional delivery teams.
• Build high-performing teams through coaching, mentoring, and succession planning.
• Drive workforce planning, capability development, and employee engagement.
• Foster a culture of accountability, collaboration, innovation, and continuous learning.

Transition & Transformation

• Lead service transitions from project to operations and manage knowledge transfer activities.
• Drive service modernization, automation, AI adoption, and operational transformation initiatives.
• Ensure seamless onboarding of new services and successful execution of transformation programs.

Required Skills

• Extensive experience managing large-scale IT managed services engagements.
• Strong knowledge of ITIL Service Management processes and operational governance.
• Proven leadership in managing global delivery teams across multiple locations.

AI-Led Delivery & Transformation

• Lead the delivery of AI-enabled programs, including AI Scaffolding, AI-assisted development, and intelligent automation initiatives.
• Define the AI adoption strategy and roadmap for projects, ensuring alignment with customer objectives and business outcomes.
• Identify opportunities to leverage AI across the SDLC to improve productivity, quality, and time-to-market.
• Drive adoption of AI engineering frameworks, coding assistants, test automation, documentation generation, and knowledge management solutions.
• Establish governance for responsible AI usage, including security, privacy, compliance, and quality standards.
• Monitor and report AI adoption metrics such as productivity gains, automation coverage, quality improvements, and business value realization.
• Collaborate with Enterprise Architects, AI CoE, Product Owners, and Engineering teams to integrate AI into delivery processes.
• Lead AI pilots, proof of concepts (PoCs), and scaled implementations, ensuring measurable outcomes and successful production rollout.
• Build AI capabilities within delivery teams through coaching, training, and best-practice sharing.
• Evaluate emerging AI technologies and recommend their adoption to improve delivery efficiency and customer value.
• Drive continuous improvement by identifying new AI use cases across development, testing, operations, support, and project management.
• Present AI adoption progress, business benefits, and transformation outcomes during customer governance and executive reviews.
• Ensure AI initiatives deliver measurable improvements in productivity, quality, cost optimization, and customer satisfaction while maintaining delivery commitments.