Service Delivery Manager

Pythian

9h • Remote

About The Position

As a Service Delivery Manager at Pythian, your primary role is to ensure that managed services meet customer expectations and are delivered efficiently and effectively. This position involves managing managed services resources, monitoring service quality, maintaining customer relationships, and continuously improving service delivery processes. A successful Service Delivery Manager is crucial for customer satisfaction, retention, and the overall success of the organization.

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 PMO background at a senior level, with experience of running an enterprise Project Management Office with full lifecycle experience
• Strong influence and persuasion skills at all levels, up and including C-level
• Experience of managing and directing large scale PMO teams
• 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
• Optional certifications including PMP, Prince2, Lean/Six Sigma.
• 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

• Bachelor's degree in Computer Science / Engineering or a related technical discipline is preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Foster a culture of continuous improvement within the service delivery team.
• Stay updated on industry best practices and incorporate them into service delivery processes.
• 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.

Benefits

• Competitive total rewards package
• Blog during work hours
• Take a day off and volunteer for your favorite charity
• Flexibly work remotely from your home
• Substantial training allowance
• Participate in professional development days
• Attend training
• Become certified
• All the equipment you need to work from home including a laptop with your choice of OS
• An annual budget to personalize your work environment
• Annual wellness budget
• Generous amount of paid vacation and sick days
• A day off to volunteer for your favorite charity

What This Job Offers

• Job Type: Full-time
• Career Level: Senior