Service Delivery Manager (EDI)

Wilco Source; Hyderabad, Pune District, Mumbai; Hybrid; INR 2,000,000 - 4,000,000; Full time

Job summary

Wilco Source, within a CitiusTech family, is seeking a Service Delivery Manager (EDI Platform) to drive a multi-stream program. You will lead EDI migration from Trusted Link to IBM Sterling B2B Integrator, oversee L2/L3 support during cutover, and steer Azure modernization with cloud teams.

Focus on governance, KPIs, SOPs, and reporting; manage cross-functional teams and vendor resources, coordinate with senior leadership, and ensure timely, quality delivery against SOW milestones.

Qualifications

• 10+ years in IT program/project management with multi-stream delivery experience.
• Proven success in EDI migration projects and cloud transition programs.
• Experience in process improvement initiatives and governance models.

Responsibilities

• Develop integrated program plans covering migration, support, and cloud modernization.
• Plan and execute cutover from legacy to Sterling and to Azure.
• Define milestones, dependencies, and risk mitigation strategies.
• Manage composite teams across development, QA, support, and cloud engineering.
• Provide consolidated status updates to senior leadership and client.
• Track program financials and manage invoicing approvals.
• Maintain risk registers and contingency plans for cutover failures.
• Ensure HIPAA/data security compliance during migration and cloud onboarding.
• Define and implement KPIs for delivery performance and SLA adherence.

Skills

Vendor management

Multi-team coordination

Cutover planning

Governance & KPIs

SOPs & reporting frameworks

Education

PMP

ITIL Foundation

Azure Fundamentals

Tools

MS Project

JIRA

ServiceNow

Job description

Dear Candidate,

Greeting from Wilco Source at a CitiusTech Company!

Job Title: Service Delivery Manager (EDI Platform)

Location: Preferably Pune / Mumbai / Hyderabad

Employment Type: Full-Time

Experience: 10+ Years

Shift Time: 3pm to 1am IST

Role Overview

Lead and coordinate three critical streams:

• EDI Migration Project Transition from legacy EDI platform (Trusted Link) 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 of 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 (Trusted Link).
• Familiarity with Azure cloud services (IaaS, PaaS, networking, security).

Skills

• Strong vendor management and multi-team coordination.
• Expertise 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.