Service Delivery Manager – AI/ML and Data

IN13 Techwave Consulting India Private Ltd.; India; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Techwave Consulting India Private Ltd. seeks a seasoned Delivery Manager to lead AI/ML, data engineering, ETL, and analytics services for enterprise clients. You will own end-to-end service delivery, SLA adherence, and governance across global teams.

You will coordinate production support, incident and change management, and drive automation. A strong ITIL, cloud, and BI background is required.

Qualifications

• Bachelor's degree in CS/IT/Engineering; Master's preferred.
• ITIL Foundation or ITIL 4 Managing Professional.
• PMP or PRINCE2 certification.
• CSM or PSM certification.
• Azure AI Engineer Associate / Data Engineer / Solutions Architect; AWS or Google Cloud certs.

Responsibilities

• Oversee end-to-end service delivery for AI/ML, data engineering, ETL, BI, and analytics apps.
• Manage AMS, production support, incidents, problems, changes, and releases.
• Lead governance with regular operational reviews and customer meetings.
• Serve as the primary contact for delivery and operations; manage escalations.
• Drive automation, process optimization, and continuous service improvement (CSI).

Skills

Service Delivery Management

Customer Relationship Management

Leadership & Team Management

Operational Excellence

AI/ML & Data Platform Delivery

Stakeholder Management

Communication Skills

Continuous Improvement

Education

Bachelor's degree in CS/IT/Engineering

Master's degree preferred

Tools

Azure Data Factory

Azure Databricks

Azure Synapse Analytics

Azure AI Services

Microsoft Fabric

Snowflake

Power BI

APIs & Integration

Job description

Key Responsibilities

• Service Delivery & Operations: Manage end‑to‑end service delivery for AI/ML, Data Engineering, ETL, BI, and Analytics applications. Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments. Lead AMS, production support, incident, problem, and change management activities. Oversee service transition, hypercare, release management, and production deployments. Monitor application health, availability, and performance to ensure reliable operations. Drive service governance through regular operational reviews and customer meetings.
• Customer & Stakeholder Management: Serve as the primary point of contact for delivery and operational matters. Build and maintain strong relationships with customer stakeholders. Present service performance, project status, risks, and improvement initiatives. Manage customer escalations and ensure timely resolution of critical issues. Identify opportunities for service improvements, automation, and business value creation.
• AI/ML & Data Delivery Oversight: Oversee support and enhancement of AI/ML solutions, including Generative AI, RAG, NLP, and Computer Vision applications. Manage Data Engineering initiatives involving ETL/ELT pipelines, Data Lakes, Data Warehouses, and cloud data platforms. Coordinate production support for Power BI, reporting, dashboards, and analytics solutions. Ensure data quality, governance, security, and compliance across supported platforms. Collaborate with AI Engineers, Data Engineers, Data Scientists, Cloud Architects, and BI teams for seamless service delivery.
• Governance & Continuous Improvement: Track and report operational KPIs, SLA performance, incident trends, and service metrics. Lead root cause analysis (RCA) and implement preventive actions. Drive automation, process optimization, and operational excellence initiatives. Ensure adherence to ITIL processes, security policies, and organizational standards. Conduct capacity planning, resource management, and knowledge management activities.
• Team Leadership: Lead and mentor cross‑functional teams across AI, Data Engineering, ETL, Cloud, and BI technologies. Allocate resources effectively and manage team performance. Foster a culture of accountability, innovation, collaboration, and continuous learning.

Required Technical Knowledge

• Good understanding of AI/ML concepts: Generative AI, Large Language Models (LLMs), Retrieval‑Augmented Generation (RAG), Machine Learning, NLP, Computer Vision.
• Knowledge of Data Engineering: ETL/ELT, Data Warehousing, Data Lakes, Data Modeling, Data Governance, Data Quality.
• Experience with cloud platforms such as Microsoft Azure, AWS, or GCP.
• Familiar with technologies such as: Azure Data Factory, Azure Databricks, Azure Synapse Analytics, Azure AI Services, Microsoft Fabric, Snowflake, Power BI.
• Understanding of SQL, Python, APIs, and integration technologies.
• Service Management Skills: Incident, Problem, Change, and Release Management; SLA/KPI Management; Service Governance; Customer Relationship Management; Resource and Capacity Planning; Risk and Escalation Management; Vendor Management; Operational Reporting; Continuous Service Improvement (CSI).

Preferred Experience

10–15 years of IT experience with 5+ years in Service Delivery or Delivery Management. Experience managing AI/ML, Data Engineering, ETL, Analytics, or Cloud Managed Services. Experience supporting enterprise platforms such as SAP, Oracle, Salesforce, Workday, or similar ecosystems. Proven experience managing globally distributed teams and customer engagements.

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Master's degree is preferred.

Preferred Certifications

• ITIL Foundation or ITIL 4 Managing Professional
• PMP or PRINCE2
• Certified Scrum Master (CSM) or Professional Scrum Master (PSM)
• Microsoft Azure AI Engineer Associate
• Microsoft Azure Data Engineer Associate
• Microsoft Azure Solutions Architect Expert
• AWS or Google Cloud certifications (preferred)

Key Competencies

• Service Delivery Management
• Customer Focus and Relationship Management
• Leadership and Team Management
• Operational Excellence
• AI/ML and Data Platform Delivery
• Strong Analytical and Problem‑Solving Skills
• Risk and Escalation Management
• Effective Communication and Stakeholder Management
• Continuous Improvement Mindset
• Strategic Planning and Decision‑Making
• Financial and Resource Management

This role is ideal for professionals who can manage enterprise AI, data, and analytics services while ensuring operational excellence, customer satisfaction, and continuous innovation through efficient service delivery and governance.