Senior Service Delivery Manager

Brillio; Pune District; Hybrid; INR 2.500.000 - 4.000.000; Vollzeit

Zusammenfassung

Brillio, renowned for its delivery excellence, seeks a Senior Service Delivery Manager with Data Engineering experience to lead enterprise applications, data and managed services engagements.

The role requires 12+ years IT experience and 5+ years in service delivery leadership, with hybrid work from Pune and Bangalore. You will drive accountability, governance, and stakeholder satisfaction across multi-project portfolios.

Qualifikationen

• Experience leading enterprise service delivery programs.
• Strong stakeholder management and client-facing skills.
• Audit, governance, and SLA/KPI leadership experience.

Aufgaben

• Own end-to-end service delivery for assigned accounts and programs.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Drive service governance through regular operational reviews and steering committee meetings.
• Manage incident, problem, change, and release management processes.
• Track and improve delivery performance, productivity, and service quality.
• Build strong relationships with client stakeholders and leadership teams.
• Present delivery metrics, risks, and improvement plans to clients and internal leadership.
• Manage project budgets, revenue, margin, utilization, and forecasting.
• Lead and mentor cross-functional teams including project managers, technical leads, engineers, and analysts.

Kenntnisse

Service Delivery Management

Managed Services Operations

Stakeholder Management

Program & Project Management

ITIL Framework

Governance & Reporting

Client Relationship Management

Jobbeschreibung

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

Role: Senior Service Delivery Manager with Data Engineering Exp

Total exp: 10+Years

Location: Pune and Bangalore

Work Type: Hybrid( 3 days from office)

Experience

12+ years of overall IT experience with 5+ years in Service Delivery, Program Delivery, or Managed Services leadership roles.

Role Overview

We are seeking an experienced Service Delivery Manager to lead enterprise application, data, and managed services engagements. The candidate will be responsible for ensuring delivery excellence, stakeholder satisfaction, operational governance, financial management, resource planning, and continuous service improvement across multiple projects and support teams.

The ideal candidate should possess strong leadership, client-facing, and operational management capabilities with proven experience managing distributed teams and driving business outcomes.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end service delivery for assigned accounts and programs.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Drive service governance through regular operational reviews and steering committee meetings.
• Manage incident, problem, change, and release management processes.
• Track and improve delivery performance, productivity, and service quality.

Stakeholder & Client Management

• Build strong relationships with client stakeholders and leadership teams.
• Act as the primary escalation point for delivery and operational issues.
• Present delivery metrics, risks, and improvement plans to clients and internal leadership.
• Manage customer expectations and drive high customer satisfaction.
• Manage project budgets, revenue, margin, utilization, and forecasting.
• Review resource plans to ensure optimal utilization and cost efficiency.
• Support contract governance, renewals, and growth initiatives.
• Lead and mentor cross-functional teams including project managers, technical leads, engineers, and analysts.
• Drive performance management, career development, and employee engagement.
• Support hiring, onboarding, and workforce planning activities.
• Identify delivery risks and implement mitigation plans.
• Ensure compliance with organizational policies, quality standards, and audit requirements.
• Drive process improvements and operational excellence initiatives.
• Leverage Agile, ITIL, and Lean methodologies to improve service performance.
• Implement automation and process optimization opportunities.
• Promote a culture of innovation and continuous improvement.

Required Skills

• Service Delivery Management
• Managed Services Operations
• Stakeholder Management
• Program & Project Management
• ITIL Framework
• Governance & Reporting
• Client Relationship Management

Preferred Qualifications

• PMP / PRINCE2 Certification
• ITIL Foundation or ITIL Practitioner

Success Measures

• SLA and KPI adherence
• Customer Satisfaction (CSAT)
• Delivery Margin Achievement
• Team Utilization and Productivity
• Incident Reduction and Service Improvement