Service Delivery Manager

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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
• 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
• Bachelor's degree in Computer Science / Engineering or a related technical discipline is preferred.
• Experience in project management methodologies (Agile, Kanban, Waterfall, etc.)
• Experience in projects delivered via CICD (Continuous Integration Continuous Delivery)
• 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

Responsibilities:

• Serve as the primary point of contact for customers, building strong relationships, understanding their needs, and translating Pythian's services into business value while conducting Quarterly Business Reviews.
• Oversee the end-to-end service delivery process, including developing strategies, monitoring progress, and ensuring compliance with scope, schedule, and budget while collaborating with Project Managers.
• Partner with technical team managers for appropriate resource allocation, forecast requirements based on client needs, and address potential constraints through collaboration with stakeholders.
• Monitor key performance indicators and service level agreements, ensure financial management (budget and margin optimization), and implement continuous improvement processes.
• Coordinate with technical teams across practices to ensure delivery of high-quality Pythian services aligned with client requirements and SLAs.
• 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.
• Develop and manage budgets for service delivery operations and ensure customer margin optimization.
• 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.
• Work with Account Managers and internally to expand into the customer’s environment.