Service Delivery Manager

Aviato Consulting; United States; Remote; Full time

Job summary

An established industry player is seeking a Service Delivery Manager to oversee service delivery and ensure operational efficiency. This role will involve managing delivery squads, enhancing communication between teams, and ensuring compliance with banking regulations. The ideal candidate will have 5-7 years of experience in service delivery management, particularly in a regulated environment. Join this innovative firm to drive productivity and enhance client satisfaction while leading a dedicated team. If you are proactive and skilled in stakeholder management, this opportunity is perfect for you.

Benefits

Health insurance

Qualifications

• 5–7 years in Service Delivery Management or IT Operations.
• Experience in banking or regulated environments is preferred.

Responsibilities

• Oversee squad performance and ensure timely delivery of project milestones.
• Act as the main liaison between internal resources and clients.

Skills

Service Delivery Management

Stakeholder Management

Problem-Solving

Performance Reporting

Process Compliance

Job description

Job Overview

As a Service Delivery Manager, you will be responsible for overseeing the delivery of services to clients, ensuring high levels of customer satisfaction and operational efficiency.

What You'll Be Doing:

• Squad Delivery Management: Oversee squad performance, addressing resource bottlenecks, delivery challenges, and process inefficiencies. Drive productivity and ensure timely delivery of project milestones.
• SteerCo Participation: Represent delivery squads in Steering Committee (SteerCo)meetings. Provide regular updates on team capacity, performance metrics, and ongoing challenges.
• Primary Point of Contact: Serve as the main liaison between internal resources and the client/bank. Facilitate effective communication, coordination, and issue resolution.
• Employee Onboarding & Offboarding: Manage onboarding and offboarding processes for team members. Ensure all procedures are compliant with bank standards and internal policies.
• Resource Tracking & Reporting: Monitor attendance, project engagement, and overall utilization. Prepare regular reports on performance, capacity, and process adherence.
• Employee Support: Act as the central contact for addressing employee queries and concerns. Ensure timely resolution and follow-up on all matters routed through the SDM.
• Policy Compliance & Governance: Ensure teams are fully aware of and compliant with all banking policies and procedures. Provide guidance and support for adherence to regulatory and internal standards.
• Performance Management: Monitor and drive the performance of team members. Ensure SLA compliance, quality delivery, and continuous improvement.

What You Need to Bring:

• Experience: 5–7 years in Service Delivery Management or IT Operations, preferably within a banking or regulated environment.
• Delivery Expertise: Experience working with internal or vendor-based delivery squads and managing resource performance.
• Stakeholder Management: Excellent communication and stakeholder engagement skills, including participation in executive forums like SteerCo.
• Process & Compliance Awareness: Sound understanding of banking regulations, internal policies, and delivery governance.
• Reporting & Analysis: Strong skills in tracking resource utilization, generating insights, and performance reporting.
• Problem-Solving: Proactive in identifying roadblocks and implementing solutions to enhance delivery efficiency and team performance.

Job Type: Contract

Pay: ₹5.00 - ₹15.00 per year

Benefits:

• Health insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: Remote