Service Delivery Manager

SourcingXPress; Maharashtra; On-site; INR 3,500,000 - 4,000,000; Full time

Job summary

Citius Tech in India hires a Service Delivery Manager for the EDI Platform to lead migration from TrustedLink to IBM Sterling, manage L2/L3 support, and oversee Azure modernization. The role requires coordinating multi-team delivery across legacy, cloud, and governance streams.

Ideal candidates have 10+ years in IT program management, strong EDI and cloud experience, PMP/ITIL, and excellent stakeholder management. Pune or Hyderabad preferred.

Qualifications

• 10+ years in IT program/project management with multi-stream delivery experience.
• Proven success in EDI migration projects, cloud transition programs, and process improvement initiatives.
• EDI standards (X12, EDIFACT), IBM Sterling B2B Integrator, legacy platforms (TrustedLink).
• Familiarity with Azure cloud services (IaaS, PaaS, networking, security).
• Strong vendor management and multi-team coordination.
• Expertise in cutover planning, transition governance, and managed services.
• Ability to design and implement SOPs, governance models, KPIs, and reporting frameworks.
• Proficiency in project management tools (MS Project, JIRA, ServiceNow).
• PMP or equivalent preferred.
• ITIL Foundation for support governance.
• Azure Fundamentals (preferred).

Responsibilities

• Program Governance & Planning
• Cutover & Transition Management
• Process Improvement
• Team Leadership
• Stakeholder Communication
• Budget Oversight
• Risk & Issue Management
• Compliance & Security

Skills

EDI migration

Cloud transition

Vendor management

Cutover planning

Stakeholder management

Governance

KPIs & reporting

MS Project

JIRA

ServiceNow

Education

PMP or equivalent

ITIL Foundation

Azure Fundamentals

Tools

MS Project

JIRA

ServiceNow

Job description

Job Description

Company: Citius Tech

Website: Visit Website

LinkedIn: Visit LinkedIn

Business Type: Enterprise

Company Type: Product

Business Model: B2B

Funding Stage: Private Equity

Industry: Healthcare

Salary Range: ₹ 35-40 Lacs PA

Job Description

Job Title: Service Delivery Manager – EDI Platform

Location: Preferred Pune / Hyderabad

Reports To: Delivery Manager

Role Overview

Lead and coordinate three critical streams:

• EDI Migration Project – Transition from legacy EDI platform (TrustedLink) to IBM Sterling B2B Integrator under a tight deadline.
• L2/L3 Support Team – Manage ongoing support for the legacy EDI platform during migration and stabilization.
• Azure Modernization Project – Collaborate with cloud engineering teams to plan cutover, handover, and transition of EDI workloads to Azure.

Additionally, drive process maturity by improving SOPs, governance frameworks, KPIs, and reporting standards across all streams.

Key Responsibilities

• Program Governance & Planning
  • Develop integrated program plans covering migration, support, and Azure modernization.
  • Define milestones, dependencies, and risk mitigation strategies across all streams.
• Cutover & Transition Management
  • Plan and execute cutover from legacy to Sterling and later to Azure.
  • Ensure smooth handover of systems and documentation to cloud operations teams.
• Process Improvement
  • Review and enhance existing SOPs for migration, support, and cloud transition.
  • Establish governance frameworks for decision-making and escalation.
  • Define and implement KPIs for delivery performance, SLA adherence, and quality.
  • Standardize reporting templates and dashboards for leadership and client visibility.
• Team Leadership
  • Manage composite teams (employees + vendor resources) across development, QA, support, and cloud engineering.
  • Align resources and resolve conflicts across parallel projects.
• Stakeholder Communication
  • Provide consolidated status updates to senior leadership and client.
  • Prepare executive dashboards and transition readiness reports.
• Budget Oversight
  • Track program financials and performance against SOW.
  • Negotiate scope changes and manage invoicing approvals.
• Risk & Issue Management
  • Maintain risk register for migration and cloud transition.
  • Implement contingency plans for cutover failures or delays.
• Compliance & Security
  • Ensure HIPAA and data security compliance during migration and cloud onboarding.
  • Validate encryption and audit controls in Azure environment.

Required Skills & Qualifications

• Experience:
  • 10+ years in IT program/project management with multi-stream delivery experience.
  • Proven success in EDI migration projects, cloud transition programs, and process improvement initiatives.
• Technical Knowledge:
  • EDI standards (X12, EDIFACT), IBM Sterling B2B Integrator, legacy platforms (TrustedLink).
  • Familiarity with Azure cloud services (IaaS, PaaS, networking, security).
• Skills:
  • Strong vendor management and multi-team coordination.
  • Expertise in cutover planning, transition governance, and managed services.
  • Ability to design and implement SOPs, governance models, KPIs, and reporting frameworks.
  • Proficiency in project management tools (MS Project, JIRA, ServiceNow).
• Certifications:
  • PMP or equivalent preferred.
  • ITIL Foundation for support governance.
  • Azure Fundamentals (preferred).

Preferred Attributes

• Experience in US Healthcare EDI (HIPAA compliance).
• Ability to manage tight deadlines and high-pressure environments.
• Strong communication and negotiation skills.

Performance Metrics

• On-time delivery of migration and Azure transition milestones.
• SLA adherence for legacy platform support.
• Successful cutover with zero critical incidents.
• Improved SOP compliance and governance maturity.
• KPI-driven reporting accuracy and timeliness.