Service Delivery Manager

Job Summary

To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and within the cost budgeted for providing the support.

This role is for someone who can:

Demonstrate strong technical credibility with deep expertise in AI/ML and data platforms.

Operate effectively within a diversified, metric-driven global-local delivery model.

Collaborate with and influence senior stakeholders through clear decision-making and communication.

Think strategically while applying high emotional intelligence.

Exhibit adaptability and resilience in a fast-paced, complex technology environment

Key Responsibilities

1. To define and implement clear service level agreements (SLAs) for support operations.

2. Managing Cost of providing service within budgeted levels

3. Ensure process effectiveness and continual service improvement

4. Managing risks and escalating appropriately to Sr Management

5. Co-ordination with onsite track leads and engaging with Customers

6. To guide and coach a team of support specialists, empowering them through trainings and managing their performance.

Skill Requirements

End-to-end technical delivery ownership
Own delivery outcomes for all initiatives in the domain; be directly accountable for on-time, on-scope, on-quality delivery.
Make binding trade-off decisions on scope, timeline and quality for assigned initiatives within agreed guardrails; document and communicate decisions and impacts.
Diagnose root causes of delivery slippage and lead hands-on remediation plans; escalate only when guardrails are breached.
Enforce delivery commitments: allocate resources, re-plan, de-scope or extend timelines as needed to protect critical outcomes.
Hold engineering and vendor teams accountable for commitments; validate progress through direct evidence (demos, code reviews, deployment artifacts)

Delivery operational control
Establish and run delivery governance that drives decisions and action (execution reviews, checkpoints, RAID with owners and deadlines).
When delivery is slipping, step in immediately: diagnose root cause across technical, requirement and dependency dimensions and execute a remediation plan with named owners and timelines.
Act as the primary driver of resolution; coordinate, assign, and execute fixes across teams and vendors; escalate only after direct remediation attempts or when guardrails are exceeded.
Create constructive pressure to enforce scope, timeline and quality commitments; authorize exceptions or temporary workarounds where appropriate and timebound.

Engineering & architecture
Act as the technical authority for delivery constraints: interrogate, challenge and validate architecture and design decisions against delivery and operational requirements.
Require design changes or reject solutions that introduce unacceptable delivery risk; sign off on architecture only when designs meet agreed delivery, security and operability criteria.
Lead technical trade-off discussions, arbitrate between alternatives, and mandate pragmatic adjustments to preserve delivery timelines and quality.
Ensure solutions built using AI/ML components meet the requirements and align with platform and governance standards.

Business & technology translation
Translate business priorities into implementable delivery plans with clear acceptance criteria and measurable outcomes.
Eliminate ambiguity in requirements and ensure engineering teams understand expected business behavior and success measures.
Balance business expectations with engineering realities; make clear recommendations on scope/timeline/quality tradeoffs.

Vendor onboarding & compliance process ownership
Own vendor onboarding and environment readiness as time-critical delivery workstreams: define go/no-go criteria, set onboarding milestones, and hold vendors and internal teams accountable to meet them.
Drive remediation for vendor or environment delays: reassign resources, require vendor performance corrective action, or enforce contractual remedies when necessary.
Sign off on environment readiness and vendor productivity prior to milestone gates.

Decision-Making Authority
Authorized to make binding trade-off decisions on scope, timeline and quality for assigned initiatives within defined guardrails.
Authorized to reallocate delivery resources, approve temporary workarounds, and require vendor remediation.
Required to document decisions, rationale and impacts; escalate to leadership only when guardrails are exceeded or governance constraints apply.

Other Requirements

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