Service Delivery Manager

Overview

As a Service Delivery Manager, you will be pivotal in leading multiple programs, projects and managed services for our strategic clients. Depending on the size (scope) of the services delivered at the client, this role may span multiple accounts. Leveraging your expertise in the Scaled Agile Framework (SAFe), you will lead and synchronize distributed, onshore and offshore teams to ensure seamless collaboration and delivery of high-quality solutions. You will be responsible for coaching delivery teams and individuals, implementing Agile ceremonies, managing engagement risk, and fostering a culture of continuous improvement to deliver our services with the highest quality and efficiency. You will be the single point of contact for client stakeholders to address services delivery requirements, escalations, and needs. As you establish a strong, trusted advisor relationship with client stakeholders you will be expected to help grow our footprint at the client by observing and identifying additional opportunities for growth.

Responsibilities

Key Responsibilities:•  Manage and synchronize onshore (onsite and remote) and offshore delivery teams, ensuring clear communication, quality controls, and collaboration across geographical boundaries.•  Coach and mentor teams in Agile principles and practices, fostering an Agile mindset and culture of continuous improvement, Agile ceremonies and tools adapted for virtual environments to maintain team cohesion and momentum.•  Leading “Delivery Led Sales” by collaboratively (with service delivery managers, project managers, and architects) identifying opportunities for additional and growth of existing Services.•  Champion continuous integration and continuous delivery (CI/CD) practices to streamline development processes and enhance code quality.•  Collaborate with cross-functional teams (Capability Practices) to define project scope, goals, and deliverables, ensuring alignment with business objectives.•  Monitor and report against multiple programs, projects, managed services progress, identify risks and dependencies, and implement mitigation strategies to ensure on-time delivery.•  Drive innovation through collaboration, encouraging delivery teams to explore new ideas and technologies to stay ahead of the curve, and providing thought-leadership points of view proactively to clients.•  Lead Quarterly Business Review events delivering Services performance metrics and status, addressing and negotiating client expectations and risks.

Qualifications

Qualifications:•  Bachelor's or Master's degree in Computer Science, Engineering, or related field.•  Certified SAFe Agilist (SA) or equivalent certification preferred.•  Proven experience managing distributed teams in a global environment.•  Strong understanding of Agile methodologies, particularly the Scaled Agile Framework (SAFe).•  Excellent leadership, communication, presentation, and interpersonal skills.•  Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.•  Experience with continuous integration/delivery (CI/CD) pipelines and automation tools is a plus.