Service Delivery Manager (SDM)

Job Summary

1. Program & Service Delivery Management Own end‑to‑end delivery for DFS programs spanning Network, Infrastructure, Cloud, SRE, Automation, Service Desk, and Digital Operations Ensure adherence to SLAs, OLAs, SLOs, and contractual commitments Drive delivery excellence across steady‑state operations, transitions, and transformations Establish Ways of Working (WoW) aligned to DFS governance models JD - Progr...m Director | Word 2. Governance & Stakeholder Management Establish and lead Operational, Tactical, and Strategic Governance forums Act as escalation owner for P1/P2 incidents, risks, and customer issues Build trusted relationships with customer leadership (Director / VP level) Coordinate across internal DFS stakeholders – SDUs, VDUs, COEs, and Partners 3. Financial & Commercial Ownership Own Program P&L, including revenue, margin, cost optimization, and leakage control Track and optimize Economic Utilization, Effort Productivity, and Attrition impact Support renewals, change requests, and expansion opportunities Partner with Finance for forecasting, budget planning, and margin improvements JD - Progr...m Director | Word 4. KPI, Reporting & Compliance Define, track, and improve DFS KPIs: ACSAT / CSAT SLA Compliance MTTR / Incident Trend reduction Automation & Self‑Healing coverage DQA & Audit Compliance Drive data‑driven executive reporting, dashboards, and QBR/MBR packs Ensure compliance with security, audit, and organizational policies 5. Transformation & Continuous Improvement Lead Modern Ops / SRE / Automation initiatives Drive incident reduction, MTTR improvement, and cost optimization Partner with COEs for adoption of AI, AIOps, Agentic Ops, and Observability platforms Champion standardization, reuse, and best practices across DFS portfolios 6. People & Capability Management Lead and mentor Program Managers, SDMs, Leads, and SMEs Drive talent engagement, skill uplift, certification, and succession planning Ensure compliance with HR processes, appraisals, and workforce planning Act as cultural role model for DFS values and leadership behaviors

Key Responsibilities

1. Program & Service Delivery Management Own end‑to‑end delivery for DFS programs spanning Network, Infrastructure, Cloud, SRE, Automation, Service Desk, and Digital Operations Ensure adherence to SLAs, OLAs, SLOs, and contractual commitments Drive delivery excellence across steady‑state operations, transitions, and transformations Establish Ways of Working (WoW) aligned to DFS governance models JD - Progr...m Director | Word 2. Governance & Stakeholder Management Establish and lead Operational, Tactical, and Strategic Governance forums Act as escalation owner for P1/P2 incidents, risks, and customer issues Build trusted relationships with customer leadership (Director / VP level) Coordinate across internal DFS stakeholders – SDUs, VDUs, COEs, and Partners 3. Financial & Commercial Ownership Own Program P&L, including revenue, margin, cost optimization, and leakage control Track and optimize Economic Utilization, Effort Productivity, and Attrition impact Support renewals, change requests, and expansion opportunities Partner with Finance for forecasting, budget planning, and margin improvements JD - Progr...m Director | Word 4. KPI, Reporting & Compliance Define, track, and improve DFS KPIs: ACSAT / CSAT SLA Compliance MTTR / Incident Trend reduction Automation & Self‑Healing coverage DQA & Audit Compliance Drive data‑driven executive reporting, dashboards, and QBR/MBR packs Ensure compliance with security, audit, and organizational policies 5. Transformation & Continuous Improvement Lead Modern Ops / SRE / Automation initiatives Drive incident reduction, MTTR improvement, and cost optimization Partner with COEs for adoption of AI, AIOps, Agentic Ops, and Observability platforms Champion standardization, reuse, and best practices across DFS portfolios 6. People & Capability Management Lead and mentor Program Managers, SDMs, Leads, and SMEs Drive talent engagement, skill uplift, certification, and succession planning Ensure compliance with HR processes, appraisals, and workforce planning Act as cultural role model for DFS values and leadership behaviors

Skill Requirements

1. Program & Service Delivery Management Own end‑to‑end delivery for DFS programs spanning Network, Infrastructure, Cloud, SRE, Automation, Service Desk, and Digital Operations Ensure adherence to SLAs, OLAs, SLOs, and contractual commitments Drive delivery excellence across steady‑state operations, transitions, and transformations Establish Ways of Working (WoW) aligned to DFS governance models JD - Progr...m Director | Word 2. Governance & Stakeholder Management Establish and lead Operational, Tactical, and Strategic Governance forums Act as escalation owner for P1/P2 incidents, risks, and customer issues Build trusted relationships with customer leadership (Director / VP level) Coordinate across internal DFS stakeholders – SDUs, VDUs, COEs, and Partners 3. Financial & Commercial Ownership Own Program P&L, including revenue, margin, cost optimization, and leakage control Track and optimize Economic Utilization, Effort Productivity, and Attrition impact Support renewals, change requests, and expansion opportunities Partner with Finance for forecasting, budget planning, and margin improvements JD - Progr...m Director | Word 4. KPI, Reporting & Compliance Define, track, and improve DFS KPIs: ACSAT / CSAT SLA Compliance MTTR / Incident Trend reduction Automation & Self‑Healing coverage DQA & Audit Compliance Drive data‑driven executive reporting, dashboards, and QBR/MBR packs Ensure compliance with security, audit, and organizational policies 5. Transformation & Continuous Improvement Lead Modern Ops / SRE / Automation initiatives Drive incident reduction, MTTR improvement, and cost optimization Partner with COEs for adoption of AI, AIOps, Agentic Ops, and Observability platforms Champion standardization, reuse, and best practices across DFS portfolios 6. People & Capability Management Lead and mentor Program Managers, SDMs, Leads, and SMEs Drive talent engagement, skill uplift, certification, and succession planning Ensure compliance with HR processes, appraisals, and workforce planning Act as cultural role model for DFS values and leadership behaviors

Other Requirements

1. Program & Service Delivery Management Own end‑to‑end delivery for DFS programs spanning Network, Infrastructure, Cloud, SRE, Automation, Service Desk, and Digital Operations Ensure adherence to SLAs, OLAs, SLOs, and contractual commitments Drive delivery excellence across steady‑state operations, transitions, and transformations Establish Ways of Working (WoW) aligned to DFS governance models JD - Progr...m Director | Word 2. Governance & Stakeholder Management Establish and lead Operational, Tactical, and Strategic Governance forums Act as escalation owner for P1/P2 incidents, risks, and customer issues Build trusted relationships with customer leadership (Director / VP level) Coordinate across internal DFS stakeholders – SDUs, VDUs, COEs, and Partners 3. Financial & Commercial Ownership Own Program P&L, including revenue, margin, cost optimization, and leakage control Track and optimize Economic Utilization, Effort Productivity, and Attrition impact Support renewals, change requests, and expansion opportunities Partner with Finance for forecasting, budget planning, and margin improvements JD - Progr...m Director | Word 4. KPI, Reporting & Compliance Define, track, and improve DFS KPIs: ACSAT / CSAT SLA Compliance MTTR / Incident Trend reduction Automation & Self‑Healing coverage DQA & Audit Compliance Drive data‑driven executive reporting, dashboards, and QBR/MBR packs Ensure compliance with security, audit, and organizational policies 5. Transformation & Continuous Improvement Lead Modern Ops / SRE / Automation initiatives Drive incident reduction, MTTR improvement, and cost optimization Partner with COEs for adoption of AI, AIOps, Agentic Ops, and Observability platforms Champion standardization, reuse, and best practices across DFS portfolios 6. People & Capability Management Lead and mentor Program Managers, SDMs, Leads, and SMEs Drive talent engagement, skill uplift, certification, and succession planning Ensure compliance with HR processes, appraisals, and workforce planning Act as cultural role model for DFS values and leadership behaviors