BSO Manager

BDO EDGE India Private Limited; Gurugram District; On-site; INR 2,800,000 - 5,200,000; Full time

Job summary

BDO EDGE India Private Limited is seeking an experienced Service Delivery Owner to lead governance across multiple complex client engagements in Gurgaon. You will own service performance, manage daily operational reviews, and drive end-to-end delivery for IT and business projects.

The role requires 10–14 years in project management, strong stakeholder management, and a track record of leading 15+ resources in managed services.

Qualifications

• 10-14 years of progressive experience in project management, including leading multiple concurrent, interdependent workstreams and client-facing delivery across business and IT projects.
• Experience leading a multidisciplinary team of approximately 15+ resources in a managed-service, outsourced-service, or enterprise environment.
• Proven ownership of SLA/KPI-based delivery, client governance, service reporting, escalations, problem management, and continual improvement.
• Strong planning, scheduling, budgeting, governance, RAID management, change control, and benefits tracking.
• Working understanding of the software development lifecycle, IT infrastructure, cloud platforms, applications, integrations, data migration, cybersecurity, testing, and transition to support.
• Experience leading service transition, knowledge transfer, operational readiness, stabilization, documentation, 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, including quality, availability, responsiveness, risk, customer experience, and contractual commitments.
• Act as the primary operational contact for the client and run an effective governance cadence, including daily operational reviews, weekly service reviews, monthly service reviews, and leadership escalations as required.
• Translate the statement of work, service catalogue, operating model, SLAs, KPIs, and OLAs into clear team accountabilities and measurable service controls.
• Publish accurate service reports covering volumes, backlog, SLA attainment, customer satisfaction, major incidents, risks, security posture, asset and license compliance, improvement actions, and decisions required.
• Maintain strong stakeholder relationships and manage expectations through concise, timely, and transparent communication.
• Lead, coach, and develop a team of 15+ members across 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 blockers and reinforce end-to-end ownership.
• Establish performance objectives, conduct regular one-to-ones and team reviews, identify skill gaps, and drive cross-training, certification, succession, and knowledge continuity.
• Build a client-centric culture focused on accountability, collaboration, disciplined execution, prevention, and continual improvement.

Skills

Project management

Stakeholder management

Leadership

Governance

Education

Bachelor's degree in Computer Science / Information Technology / 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.