BSO Manager

BDO EDGE India Private Limited; Gurugram District; On-site; INR 2,400,000 - 4,800,000; Full time

Job summary

BDO EDGE India Private Limited is seeking a seasoned Service Delivery Owner to lead governance and end-to-end project delivery in Gurugram. You will own service performance, manage cross-functional workstreams, and drive continuous improvement.

The role requires 10-14 years in project management, strong stakeholder management, and the ability to translate complex operating models into actionable controls. This position is on-site in Gurugram with exposure to IT/Business alignment.

Qualifications

• 10-14 years of progressive experience in project management leading multiple concurrent workstreams and client-facing delivery across business and IT projects.
• Demonstrated responsibility for a multidisciplinary team of ~15+ resources in managed-service, outsourced-service, or enterprise support context.
• Proven ownership of SLA/KPI-based delivery, client governance, major incidents, service reporting, escalations, problem management, and continual improvement.
• Strong planning, scheduling, dependency and critical-path management, budgeting, resource allocation, governance, RAID management, change control, and benefits tracking.
• Working understanding of SDLC, IT infrastructure, cloud, applications, integrations, data migration, cybersecurity, testing, and transition to support.
• Experience leading service transition, knowledge transfer, operational readiness, stabilization and steady-state acceptance.
• Excellent written and verbal communication, executive stakeholder management, analytical thinking, prioritization, negotiation, and decision-making skills.

Responsibilities

• Own service performance across all in-scope towers: quality, availability, responsiveness, risk, customer experience, and contractual commitments.
• Act as primary operational contact for the client and run governance cadences: daily, weekly, monthly reviews and leadership escalations.
• Translate SLAs, KPIs, and operating models into teamaccountabilities and measurable service controls.
• Publish accurate service reports covering volumes, backlog, SLA attainment, customer satisfaction, incidents, risks, and compliance.
• Lead, coach, and develop a team of 15+ across workstreams and define delivery structures, shift coverage, escalation paths, and capacity plans.
• Manage end-to-end project delivery using agile, waterfall, or hybrid approaches and coordinate cross-functional workstreams.
• Monitor delivery against baselines, identify slippage, secure acceptance, and drive recovery plans with workstream leads.

Skills

Stakeholder management

Analytical thinking

Prioritization

Negotiation

Decision making

Education

Bachelor’s degree in Computer Science/IT/Engineering

Job description

Service Delivery Ownership & Client Governance

• Own service performance across all in-scopetowers, including quality, availability, responsiveness, risk, customerexperience, and contractual commitments.
• Act as the primary operational contact for theclient and run an effective governance cadence, including daily operationalreviews, weekly service reviews, monthly service reviews, and leadershipescalations as required.
• Translate the statement of work, servicecatalogue, operating model, SLAs, KPIs, and OLAs into clear teamaccountabilities and measurable service controls.
• Publish accurate service reports coveringvolumes, backlog, SLA attainment, customer satisfaction, major incidents,risks, security posture, asset and license compliance, improvement actions, anddecisions required.
• Maintain strong stakeholder relationships andmanage expectations through concise, timely, and transparent communication.
• Lead, coach, and develop a team of 15+ membersacross workstreams.
• Define the delivery structure, shift coverage,on-call model, role clarity, escalation paths, backup coverage, capacity plans,and skills matrix required to meet service commitments.
• Allocate work based on business impact,priority, technical capability, risk, and capacity; remove delivery blockersand reinforce end-to-end ownership.
• Establish performance objectives, conductregular one-to-ones and team reviews, identify skill gaps, and drivecross-training, certification, succession, and knowledge continuity.
• Build a client-centric culture focused onaccountability, collaboration, disciplined execution, prevention, and continualimprovement.

End-to-End ProjectDelivery (Including IT Projects)

• Manageprojects from initiation and requirements definition through planning, execution,testing, implementation, stabilization, and closure using agile, waterfall, orhybrid approaches.
• Coordinatebusiness, operations, finance, change-management, and IT workstreams, includingservice-desk implementation and transformation, IT asset management,information security and cybersecurity, architecture, applications,infrastructure, data, testing, and vendors as applicable.
• Monitordelivery against baselines, identify slippage and resource conflicts, assessdownstream impacts, and agree recovery plans with workstream lead.
• Managescope and change control, secure deliverable acceptance, ensure implementationreadiness, documented handover, clear support ownership, and lessons learned.
• Lead service transition from discovery and duediligence through knowledge transfer, readiness validation, go-live,stabilization, and steady state.
• Maintain the transition plan, RAID log,dependencies, acceptance criteria, operational readiness checklist, servicebaseline, and handover evidence.
• Standardize operating procedures, runbooks,escalation matrices, support boundaries, service catalogue entries, knowledgearticles, and control evidence.
• Build and maintain a continual serviceimprovement register; prioritize initiatives using service data, client value,risk reduction, effort, and measurable benefits.
• Identify automation, monitoring, self-healing,analytics, and process optimization opportunities and track realized outcomes.

Commercial, Vendor, Risk & Compliance Management

• Understand the commercial and contractualframework, including scope, assumptions, exclusions, service levels,dependencies, change control, and acceptance criteria.
• Monitor effort, utilization, capacity, demand,third-party performance, and service risks; provide timely inputs forforecasting and commercial reviews.
• Manage vendors and internal resolver groupsagainst agreed obligations and escalation paths, ensuring that cross-teamdependencies do not compromise service outcomes.
• Maintain operational risk, issue, action, anddecision logs for ongoing service delivery. Escalate material concerns withclear impact, options, recommendation, and required decision.
• Ensure delivery evidence, documentation, accesscontrols, and operating practices support client audit, compliance, dataprotection, and security requirements.

Success Measures

• Delivery of agreed milestones and accepteddeliverables across concurrent workstreams within approved scope, timelines,budgets, and quality standards.
• Early identification and effective resolution ofcross-workstream dependencies, risks, issues, resource conflicts, and changes.
• Customer satisfaction, stakeholder confidence,quality of governance, reporting accuracy, communication effectiveness, andaction closure.
• Knowledge coverage, shift-left adoption,automation, recurring-incident reduction, productivity improvement, teamcapability, retention, and coverage resilience.

Requirements

Qualification & Experience:

• 10-14 years of progressive experience in projectmanagement, including leading multiple concurrent, interdependent workstreamsand client-facing delivery across business and IT projects.
• Demonstrated responsibility for amultidisciplinary team of approximately 15 or more resources in a managed-service, outsourced-service, or enterprise support environment.
• Proven ownership of SLA/KPI-based delivery,client governance, major incidents, service reporting, escalations, problemmanagement, and continual improvement.
• Strong experience in integrated planning,scheduling, dependency and critical-path management, budgeting, resourceallocation, governance, RAID management, change control, and benefits tracking.
• Working understanding of the softwaredevelopment lifecycle, IT infrastructure, cloud platforms, applications,integrations, data migration, cybersecurity, testing, and transition tosupport; able to challenge plans and dependencies without acting as thetechnical design authority.
• Experience leading service transition, knowledgetransfer, operational readiness, stabilization, documentation, and steady-stateacceptance.
• Bachelor’s degree in Computer Science,Information Technology, Engineering, or a related discipline, or equivalentrelevant professional experience.
• Excellent written and verbal communication,executive stakeholder management, analytical thinking, prioritization,negotiation, and decision-making skills.