Lead:Service Delivery Manager

Overview

Lead Service Delivery Manager in Thoughtworks' DAMO managed services, managing delivery of application and infrastructure managed services for clients and driving their progressive evolution to maximize business value.

What you'll do

• Manage delivery of managed services in line with contract expectations, fostering a mature and respectful relationship with client and internal stakeholders.
• Share service delivery expertise and contribute to building improvements to the foundations of service delivery practice within DAMO.
• Build a partnership with clients that enables anticipation of their needs and delivery planning with internal support teams.
• Track key service delivery metrics and initiate corrective activity to consistently achieve service level agreements.
• In the event of a highly impactful incident, ensure required resources are focused and effective, keep key customer stakeholders regularly informed, and deliver a post incident review.
• Ensure customer invoices and customer reports are accurate and issued consistently in a timely manner.
• Ensure Thoughtworks people have the tools they need to perform their role and facilitate remediation where required.
• Ensure Thoughtworks technical teams are aware of their contract requirements and monitor and act to ensure compliance.
• Identify, record and communicate risks, with agreed mitigation or acceptance plans.

What you'll need

• Experience in managed services delivery, particularly in technology and IT services.
• Experience with service level agreements and incident management, estimation, capacity planning, proposal building, contract negotiation and managing contract financials.
• Skilled at working with client stakeholders and company leadership teams to shape and execute initiatives, as well as with operational technical staff.
• Strong experience with ITIL and ITSM tools and methodologies, applied on client engagements.
• Strong problem-solving and time management skills, with the ability to make decisions under pressure.
• Experience synthesizing complex information and quickly formulating action plans.
• Able to analyze data to draw meaningful inferences, such as trends or patterns and potential financial impacts.
• Resilient in ambiguous situations, able to adapt your role and approach challenges from multiple perspectives.
• Willing to take on and skillfully manage risks and conflicts.
• Strong listener who asks questions to ensure understanding.
• Leader capable of leading with influence to drive results.
• Comfortable working autonomously while recognizing the importance of empowered teams.
• Addresses performance improvements while recognizing and celebrating positive performance.
• Cultivates strong partnerships and understands the value of relationship building.

Details

• Location: Hyderabad, India.
• Work mode: Hybrid.