Service Delivery Manager

Service Delivery Management, GxP, IT Service Management (ITSM)

Hyderabad, Bangalore, Chennai, Pune, Gurgaon

We are seeking a highly skilled and experienced Service Delivery Manager to join our team.

In this role, you will oversee the delivery of services to our clients and ensure that all projects are completed on time, within budget, and to the highest quality standards.

If you're passionate about innovation, we invite you to apply and become part of our team!

Responsibilities

Oversee the delivery of services to clients and ensure high levels of customer satisfaction
Create and implement service delivery processes and procedures
Monitor and report on service delivery metrics and performance
Manage and coordinate cross-functional teams to ensure efficient service delivery
Ensure compliance with company policies and industry standards
Identify and resolve service delivery issues and implement corrective actions
Develop and maintain strong relationships with clients and stakeholders
Manage service delivery budgets and resources
Continuously improve service delivery processes and practices
Provide leadership and guidance to the service delivery team

Requirements

14 to 22 years of experience with exposure to Lifesciences and Healthcare domain (GxP)
ITSM certification
5+ years' experience as a Project Manager or Program Manager
Strong ability to collaborate and work effectively with cross-functional teams
Experience with DevOps methodologies and tools (JIRA, GIT, Kanban, Confluence, Service Now)
Excellent communication, presentation, and negotiation skills
Experience in managing project schedules and milestones
Strong understanding of the software development life cycle (SDLC)
Experience with automation tools such as Jenkins and Git
Ability to work independently and in a team environment
Experience in coordinating with SDM and Product Owners for application/patch and hotfix releases

Nice to have

PSM or CSM certification
Ability to provide metrics and briefs to various levels of management