Senior Service Delivery Manager

Pythian

2d•Remote

About The Position

A Senior Service Delivery Manager is essential for ensuring that Pythian’s managed services meet customer expectations and are delivered efficiently and effectively. This role involves managing managed services resources, monitoring service quality, maintaining customer relationships, and continually improving service delivery processes. A successful Senior Service Delivery Manager is a key contributor to customer satisfaction, retention, and the overall success of the organization. If this is you, and you wonder what it would be like to work at Pythian, reach out to us and find out! Intrigued to see what a life is like at Pythian? Check out #pythianlife on LinkedIn and follow @loveyourdata on Instagram! Not the right job for you? Check out what other great jobs Pythian has open around the world! Pythian Careers

Requirements

Solid, experienced background in Customer Experience
Expert-level knowledge of project and change management, methodologies, techniques, processes, and approaches
A natural problem-solver and strategic thinker; able to bring clarity to chaos and navigate through ambiguity
Certifications on ITIL
A positive, collaborative, and friendly attitude
Technical IT experience (e.g. Public Cloud, QA, Software Development, DBA)
Solid background leading a team comprising senior resources
Solid background in service delivery management, with experience of managing enterprise-level customers.
Strong influence and persuasion skills at all levels, up and including C-level
Strong risk management, governance, and compliance background
Strong understanding of the Project Lifecycle (PLC); System Development Lifecycle (SDLC); and Agile delivery components and frameworks (e.g. Scrum, Kanban, etc).
Experience of driving cost efficiencies across large complex programs
10+ years experience managing large strategic initiatives
5+ years experience working with Senior Management (you must feel comfortable presenting ideas to C-Level decision makers and challenging their thoughts when appropriate)
Experience in project management methodologies (Agile, Kanban, Waterfall, etc.)
Experience in projects delivered via CICD (Continuous Integration Continuous Delivery)
Exposure towards systems engineering, software engineering and contribution towards technical solution discussions
Interpersonal skills, including relationship building and collaboration within a diverse, cross-functional team
Excellent communication skills and strong stakeholder management skills
Solid understanding of Architectural patterns and implementations
Familiarity with Cloud Service Providers: Azure, AWS, Google, OpenStack, etc.
Familiarity with Cloud Computing Services: IaaS, PaaS, SaaS
Ability to understand the common concerns and needs at all hierarchical levels of a technical organization
Self-motivated and directed, while working in a fast-paced demanding environment

Nice To Haves

Optional certifications including PMP, Prince2, Lean/Six Sigma.
Bachelor's degree in Computer Science / Engineering or a related technical discipline is preferred.

Responsibilities

Customer Relationship Management: Act as the primary point of contact and provide full oversight for Pythian’s customers, building and maintaining strong relationships.
Understand customer needs, expectations, and objectives and ensure that services align with these requirements.
Translate our services into business value for customers
Collect, consolidate, prepare and host the Quarterly Business Reviews for Delivery and Sales focused on how we have delivered business value to our customers and how we may be able to further assist them with new offerings
Track Pythian service delivery successes and report internally and to customer
Service Delivery Oversight: Manage the end-to-end service delivery process, from planning and execution to monitoring and reporting.
Develop and implement service delivery strategies and workflows to optimize efficiency.
Monitor and track delivery progress daily, collaborating with Team managers to ensure pace of delivery is within scope, schedule and budget.
Collaborate with Project Managers within the PMO that are assigned to projects under the remit of your customers to ensure the customer project is aligned with customers expectations.
Cross-functional Team Leadership: Coordinate with technical teams across practices to ensure delivery of high-quality Pythian services aligned with client requirements and SLAs.
Facilitate communication between technical specialists, clients, and stakeholders to drive successful service delivery outcomes.
Build collaborative relationships with Practice Leads and Team Managers to optimize resource allocation and client service delivery.
Service Quality Assurance: Define and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure services meet quality and performance standards.
Identify areas for improvement and implement process enhancements to enhance service quality.
Resource Management: Partner with talent team managers to ensure appropriate resource allocation for client engagements and project deliverables.
Forecast resource requirements based on client needs and communicate these requirements proactively to practice leadership.
Identify potential resource constraints or gaps and collaborate with relevant stakeholders to develop mitigation strategies.
Financial Management: Develop and manage budgets for service delivery operations and ensure customer margin optimization.
Ensure ongoing value delivery to customers by minimizing time spent on overhead tasks
Risk Management: Identify potential risks and issues related to service delivery and develop mitigation strategies.
Handle escalations and critical issues, working to find quick and effective resolutions ensuring stakeholders are informed and consulted.
Documentation and Reporting: Maintain comprehensive documentation of service processes, procedures, and customer interactions.
Generate regular reports on service performance, customer satisfaction, margin and team productivity.
Provide frequency service delivery customer reports detailing outcomes, successes, KPIs, metrics.
Continuous Improvement: Foster a culture of continuous improvement within the service delivery team.
Stay updated on industry best practices and incorporate them into service delivery processes.
Customer Account Growth: Work with Account Managers and internally to expand into the customer’s environment.
Identifying new areas for support or upcoming technologies that the customer is interested in implementing
Actively pushing architects & senior level technologists in front of the customer to speak to their concerns and service opportunities
Assisting with Quarterly Business Reviews (QBRs). Ensure that the focus is on outcomes, getting improvement feedback and identifying more opportunities
Stay updated on industry best practices and incorporate them into service delivery processes.

Benefits

Love your career: Competitive total rewards package. Blog during work hours; take a day off and volunteer for your favorite charity.
Love your work/life balance: Flexibly work remotely from your home, there’s no daily travel requirement to an office! All you need is a stable internet connection.
Love your coworkers: Collaborate with some of the best and brightest in the industry!
Love your development: Hone your skills or learn new ones with our substantial training allowance; participate in professional development days, attend training, become certified, whatever you like!
Love your workspace: We give you all the equipment you need to work from home including a laptop with your choice of OS, and an annual budget to personalize your work environment!
Love yourself: Pythian cares about the health and well-being of our team. You will have an annual wellness budget to make yourself a priority (use it on gym memberships, massages, fitness and more). Additionally, you will receive a generous amount of paid vacation and sick days, as well as a day off to volunteer for your favorite charity.

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