Service Delivery Manager

Sodexo; India; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A global service management company is looking for a Service Delivery Manager to ensure high-quality delivery of Azure enterprise services in India. The ideal candidate should have over 10 years of technology experience, mainly focused on service delivery management. Responsibilities include managing client relationships, budgeting, and tracking performance metrics. Strong leadership and communication skills are essential, alongside familiarity with cloud technologies, especially Microsoft Azure. This position involves close collaboration with internal and external teams to meet client needs and optimize service delivery.

Qualifications

• Must have significant experience in technology solution delivery.
• Proven track record in service delivery management, especially with Azure.
• Strong leadership and motivational skills required.

Responsibilities

• Ensure timely and quality delivery of Azure services to clients.
• Collaborate with cross-functional teams for service alignment.
• Manage service delivery budgets and optimize resource allocation.
• Define and track KPIs for delivery monitoring and improvement.

Skills

10 years of experience in technology

Experience with DevOps and other delivery methodologies

Service delivery management experience

Strong leadership skills

Excellent communication abilities

Familiarity with Microsoft Azure

Planning and familiarity with SDLC processes

Job description

Plays a crucial role in ensuring the smooth and efficient delivery of Azure enterprise services to NorAm business units. Collaborates with internal teams, manage client relationships, and oversee service delivery. Focus will be on timely and high-quality service delivery, aligning services with client requirements, and maintaining strong client satisfaction. Single point of contact for delivery. Responsible for coordinating delivery activities in matrix organization, identifying appropriate resources needed, and ensuring timely completion of engagement.

Shift Timings: 4:30 pm to 1:30 am (IST)

Responsibility:

• Collaborate with cross-functional teams, such as DevOps engineers, architects, and business stakeholders, shared services to design and implement solutions that meet business requirements.
• Leads end-to-end product delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while escalating opportunities to improve efficiencies and functional coordination.
• Oversee service delivery operations, ensuring timely and quality delivery of services to clients.
• Collaborate with internal and external teams to align services with client needs and expectations.
• Develop and maintain project plans, timelines, and documentation related to Azure service delivery.
• Monitor service performance metrics and address any reliability issues promptly.
• Proactively identify opportunities to improve delivery processes, procedures, and implementation of solutions to enhance efficiency and customer satisfaction.
• Stay up to date on industry trends and best practices related to Azure services and cloud computing and share knowledge with the team as needed.
• Effectively manages timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners.

Client Relationship Management

• Provide consultation and monthly reports with respect to the client’s cloud-based infrastructure.
• Serve as the primary point of contact for clients throughout the delivery process, providing regular updates and addressing any concerns or issues that arise.
• Develop and maintain strong client relationships.
• Understand client requirements and ensure services meet their expectations.

Budget Management

• Manage service delivery budgets efficiently.
• Provide quotes and manage delivery within the budget.
• Optimize resource allocation to meet client demands.
• Identify cost-saving opportunities without compromising service quality.

KPI Tracking

• Define and track key performance indicators (KPIs) related to service delivery.
• Regularly assess performance against KPIs and take corrective actions as needed.

Required Skills:

• 10 years of experience in technology with significant experience in solution delivery
• Must have experience with DevOps and other delivery methodologies.
• Proven experience in service delivery management, preferably with Azure services.
• Strong leadership skills and the ability to motivate and guide a team.
• Excellent communication and interpersonal abilities.
• Familiarity with cloud technologies, especially Microsoft Azure.
• Strong planning and familiarity with SDLC, processes, and tools.