Service Delivery Manager

Job Summary

ROLE PURPOSE

Own end-to-end delivery of modernization waves, translating demand into executable plans and ensuring scope, schedule, quality, acceptance and reporting commitments are met.

QUALIFICATIONS & LEVEL

• Bachelor’s degree in Computer Science, IT, Electronics or a related discipline, or equivalent demonstrable experience; relevant cloud, Agile, mobile, security or platform certifications are advantageous.
• Senior/lead profile: owns complex outcomes, mentors team members and influences architecture, quality and stakeholder decisions.
• Strong written and spoken English, collaborative delivery behavior and disciplined handling of customer code, credentials and data.

Key Responsibilities

KEY RESPONSIBILITIES

• Build and maintain wave plans, milestones, staffing, dependencies and delivery forecasts from accepted demand.
• Coordinate Intake-Deliver-Deploy execution, gate schedules, artefact delivery, UAT, device sign-off and Hypercare.
• Run weekly delivery reviews and daily escalation paths; manage risks, issues, defects, decisions and change requests.
• Track scope, capacity, schedule, quality and acceptance against the SOW and agreed complexity tiers.
• Produce customer dashboards, status reports, KPI evidence and milestone-acceptance packs.
• Maintain senior stakeholder communication and drive corrective actions, lessons learned and customer satisfaction.

KEY DELIVERABLES / SUCCESS MEASURES

• Migration velocity ≥90%; planning effectiveness ≥90%; accepted milestones; transparent dashboards; controlled risks and changes; customer satisfaction ≥8/10; stable Hypercare.

KEY INTERFACES

• Hand Held project/program owners, End Customer leads, Program Manager, Product Manager, Architect, Technical Leads, Scrum Master, QA and Factory Operations.

Skill Requirements

Other Requirements