Senior Manager, Service Delivery

Mindtickle; Pune District; On-site; INR 2,500,000 - 3,000,000; Full time

Job summary

A leading technology firm in Pune is seeking a Senior Delivery Manager to oversee program management and delivery across a services portfolio. This role requires at least 12 years of experience in delivery or consulting, with a proven track record in managing strategic customers. Responsibilities include setting governance frameworks, ensuring alignment across teams, and driving superior customer satisfaction. The ideal candidate will demonstrate strong leadership and effective stakeholder communication skills in a complex delivery environment.

Qualifications

• 12–15+ years in delivery, services, consulting, or related fields.
• 5+ years leading PMs/Sr. PMs or equivalent leadership.
• Experience managing strategic or enterprise customers.

Responsibilities

• Lead program management and delivery discipline across services portfolio.
• Set up and maintain governance frameworks for cross-functional alignment.
• Drive high customer satisfaction throughout delivery.
• Own a select set of strategic and enterprise engagements.

Skills

Customer empathy

Conflict resolution

Strong stakeholder communication

Program governance

Flexibility

Team leadership

Tools

Jira

Smartsheet

MS Project

PSA systems

Job description

The Senior Delivery Manager, Services leads the program management and delivery discipline across Mindtickle’s services portfolio, ensuring smooth, high-quality, aligned implementations and adopting a customer-first mindset. This leader will oversee a team of Senior Project Managers / Project Managers and also be directly accountable for a select set of strategic & enterprise accounts. The role emphasizes collaborative execution (working hand-in-hand with solution owners, advisors, and technical leads) rather than dictating outputs via process alone.

This person must be process disciplined yet flexible, customer-centric, and able to orchestrate cross-functional teams toward shared outcomes. They should be capable of rolling up their sleeves and managing complex programs themselves when needed.

What’s in it for you?

• Own the full services delivery portfolio across customers from scoping, in-flight execution, to handover.
• Set up and maintain governance frameworks (stage gates, change control, risk & issue management, decision logs) that support cross-functional alignment rather than impose rigid silos.
• Facilitate steering committees, executive escalation forums, and status reporting with transparency and forward-looking insights.
• Ensure strong proactive monitoring and course correction, while avoiding micromanagement of solution or advisory domains.
• Lead, mentor, and grow a team of Sr. PMs / PMs, establishing shared practices, facilitating cross-project knowledge transfer, and promoting a culture of empathy and partnership.
• Drive utilization, allocation, and capacity planning. Make sure the team balances delivery rigor with flexibility and responsiveness to customer needs.
• Coach PMs to adopt a solution-partner mindset: understanding business context, listening to advisory leads/solution architects, and mediating between teams rather than enforcing one-sided processes.
• Hands‑On Ownership of Strategic/Enterprise Programs
• Own a select set of strategic and enterprise engagements end‑to‑end, serving as delivery lead and principal point of contact for critical customers.
• Collaborate closely with solution leads, technical delivery, CSM, and advisory to ensure execution is aligned with outcome goals (adoption, ROI, customer satisfaction).
• Be able to dive deep into program mechanics (dependencies, sequencing, integration, cutover) when needed to unblock progress.
• Delivery Outcomes, Customer Experience & Quality
• Drive consistent high customer satisfaction and experience throughout delivery before, during, and post‑launch.
• Use feedback loops, retrospectives, and proactive check‑ins to ensure continuous service improvement.
• Monitor key metrics—launch timelines, defects, customer escalations, and adoption drop‑off—and lead root cause resolution.
• Operations, Financials & Metrics
• Monitor burn rates, effort forecasts, scope change impact, and work with Finance / PMO to maintain healthy delivery financials.
• Standardize tooling, dashboards, and reporting that provide leadership visibility while not creating unnecessary burdens on the delivery teams.
• Cross‑Functional Partnership & Influence
• Be a bridge between delivery and solution/advisory (not a gatekeeper). Ensure that solution and implementation teams are aligned, and remove friction across handoffs.
• Collaborate with Sales & Presales to validate scope feasibility, estimate risks, and set realistic timelines.
• Participate in executive business reviews (QBRs), steering committees, and vista point discussions to translate delivery risks into business impact narratives.

We’d love to hear from you, if you:

• 12–15+ years in delivery, services, consulting, or related fields.
• 5+ years leading PMs/Sr. PMs or equivalent leadership in a services or project delivery organization.
• Experience managing strategic or enterprise customers with a mix of program oversight and individual ownership.
• Track record in complex, cross‑functional implementations (SaaS, digital transformation, enterprise IT) is a strong advantage—but deep services operations experience is often sufficient.
• Demonstrated ability to balance process discipline with flexibility, and to partner (not dominate) across solution and advisory teams.
• Strong stakeholder and executive communication: able to simplify, highlight risks, and guide decisions.
• Deep understanding of program governance, risk/issue management, prioritization, dependencies, and integration.
• Tool‑savvy: experience with project/portfolio tools (e.g. Jira, Smartsheet, MS Project, PSA systems).
• Self‑starter / strong ownership mindset: comfortable with ambiguity, can manage critical accounts directly when needed.
• Customer empathy, conflict resolution, negotiation skills—especially when navigating trade‑offs between scope, time, quality.