Technical Service Delivery Manager Jobs

Roles & Responsibilities

Responsibilities:

Service Delivery Management:

• Oversee all projects in your Squad to ensure “deliver the best quality with the best service”.
• Manage projects and Demands within the Group IT domains and own the complete end to end Service Delivery Management accountability for the projects.
• Develop, manage, and improve stakeholder relations – both internal and external.
• Use of project management artefacts to ensure effective outcomes such as: Accuracy of forecasting, Delivery timelines and schedules are met and Adherence to quality standards.
• Understanding the pipeline of demand and work with the Demand Managers (internal TI member) to ensure an appropriate supply of resources.
• Provide regular reports to the management and other departments on your Squad’s achievements, challenges, and recommended solutions.
• Resolving project escalated issues and disputes while maintaining constructive working relationships and achieving schedule commitments.
• Technically able to understand the requirement and work within the Squad team on the related infrastructure layer design like Operating System, Database, Middleware, Network and Cloud.
• Managing and leading complex stakeholders (internal GIT like PMO and other APPs domain sometimes including business) towards optimal solutions while helping them to understand resource constraints and prioritization.
• Enable the team’s collective success, delivering the projects and building a cohesive, high-caliber team.
• Holding the teams to the highest standards, project discipline and accountability.
• Continuously improving the technical delivery model and strategy, implementing, and managing delivery with the associated teams.
• Ensuring compliance with the infrastructure standards for applicable Service Area
• Coordinating the efforts of internal stakeholders and Service Providers to support the change management process
• Working collaboratively with internal stakeholders (other IT domains, business units, etc.) to develop and design system and infrastructure requirements to meet business needs for the business application projects.

Financial & Contract Management:

• Contribute to budget planning, resourcing, and procurement till commissioning the project and demand.
• The role is tasked with meeting the project delivery milestones along with financial and customer centric KPIs.

Contract & Vendor Management:

• A significant component of this role requires working with internal employees, contractors, and third-party vendors to deliver quality outcomes for the business. The Technical Service Delivery Manager (SDM) will need to manage the entire procurement process leading to successful project commission.
• Timely contract negotiations and managing contracts is a vital skill to succeed in this role. The incumbent must ensure that all procurement governance guidelines are strictly adhered to.

People Management – Internal & External:

• Manage the group of highly trained and skilled Service Delivery Management, Service / Operation management, Finance & Contract and Audit team for high performance delivery
• To work closely with TI Members, vendors, stakeholders across the Group IT and Business domains

The Ideal candidate should possess:

• Degree in Computer Science / Information Technology / Engineering or equivalent
• PMP / Agile Certified.
• Minimum 10 years of relevant experience in Project and service delivery management.
• Minimum 5+ years of relevant Experience in Infrastructure Project Management, Vendor Management and Contract Management.
• Coding and Scripting with good experience
• Good to have a good knowledge on IAC (Infrastructure As Code).
• Excellent interpersonal skills, independent and result oriented.
• Problem solving, strong analytic and decision-making abilities.
• Strong communication skills and able to articulate well.

technical

service

delivery

manager