Job Summary
The Service Delivery Manager is accountable for end-to-end delivery of non-SAP application development, implementation, and managed services. The role combines project delivery, application support, engineering governance, client engagement, commercial management, and team leadership. The incumbent will ensure successful implementation, stable operations, SLA achievement, quality delivery, and continuous improvement across enterprise applications, digital platforms, integrations, cloud services, and data solutions.
Lead strategic capability development and workforce transformation by aligning talent, training, and performance initiatives with organizational goals to build a future-ready, high-performing workforce.
To manage and ensure that the project schedules are adhered to as per the client specifications and deliveries are as per the time and quality standards.
To oversee quality assurance processes, ensuring adherence to coding standards , implementation of best practices and perform Value creation and KM activities.
To ensure process improvement and compliance| and participate in technical design discussion and to review technical documents.
To create project plans and keep track of schedule for on time delivery as per the defined quality standards.
To work closely with the development team, On-site Engineers to understand technical requirements and work with them to address and resolve technical issues.
Identify & flag potential risks and issues that may impact project timelines or quality, develop mitigation strategies / contingency plans to address risks and provide regular project updates to key stakeholders
Key Responsibilities
1. Implementation and Development Delivery Design and implement structured training programs to build domain-specific upskilling, deskilling, and multi-skilling. Drive capability development through career guidance and structured mentoring, pairing employees with experienced mentors to support growth and progression. Implement the Growth framework to align individual career aspirations with organizational needs. Build a future-ready talent pool by collaborating with L&D and Delivery teams to create targeted learning journeys and establish external certification partnerships. Partner with Delivery teams to lead succession planning, internal mobility, and backfilling of critical roles. Align internal movements with organizational mandates to optimize talent utilization across functions. Collaborate with Reporting Managers on goal setting, quarterly/annual appraisals, and feedback mechanisms. Drive capability-oriented resourcing and recruitment by working closely with recruitment and resourcing teams to calibrate skill sets, develop JDs, and manage approvals and onboarding. Execute process transformation initiatives as per the requirement Focus on successfully implementing repeatable solutions across projects within the sub-capability to ensure consistency and scalability. Provide expertise in customer lifecycle activities, contributing to development and documentation efforts that enhance process absorption and delivery readiness. Develop and provide golden process maps and SIPOC documentation to standardize and drive effective solutioning across the sub-capability Own delivery from discovery and planning through solution design, development, testing, deployment, hypercare, and transition to support. Govern scope, requirements, estimates, plans, milestones, dependencies, risks, quality gates, acceptance criteria, and release readiness. Oversee application development across web, mobile, APIs, microservices, cloud-native services, integrations, workflow, data, and reporting solutions. Ensure architecture, security, coding, testing, documentation, configuration, environment, and deployment standards are followed. Drive Agile execution, backlog management, sprint and release planning, CI/CD adoption, test automation, and engineering productivity. Coordinate business, product, architecture, infrastructure, security, vendor, and operations teams to achieve implementation outcomes. 2. Managed Services and Operational Governance Own L1, L2, and L3 application support across incidents, service requests, problems, changes, enhancements, and minor releases. Ensure SLA, OLA, availability, response, resolution, backlog, ageing, quality, productivity, and customer-satisfaction targets are achieved. Lead major-incident response, root-cause analysis, corrective and preventive actions, and recurring-issue elimination. Govern monitoring, batch processing, interfaces, capacity, performance, patching, vulnerability remediation, backup, disaster recovery, and service continuity. Manage transition-to-support, knowledge transfer, operational acceptance, runbooks, support coverage, and hypercare exit. 3. Client and Stakeholder Management Act as the primary delivery contact for client leadership, business owners, product teams, and internal stakeholders. Conduct project reviews, weekly operational reviews, monthly service reviews, and steering forums with clear decisions and actions. Provide transparent reporting on delivery progress, service health, risks, financials, capacity, releases, and improvement initiatives. Manage expectations, priorities, trade-offs, scope changes, escalations, and cross-team dependencies. Identify opportunities for modernization, automation, service expansion, and measurable business value. 4. Team, Commercial, and Risk Management Lead and develop distributed teams across engineering, QA, DevOps, cloud, integration, data, project management, and support. Own demand forecasting, capacity planning, resource fulfilment, u
Skill Requirements
- 12-15 years of IT experience, including leadership of application development, implementation, and managed-services engagements.
- Proven experience managing cross-functional teams of 50+ professionals across development, testing, DevOps, cloud, integration, data, and application support.
- Should have run full stack Java/ .NET and data programs
- Experience delivering medium-to-large enterprise applications using modern engineering practices and on-premises, cloud, or hybrid platforms.
- Strong understanding of SDLC, Agile and DevOps delivery, ITIL service management, release governance, and production support.
- Executive-level communication, stakeholder management, commercial awareness, and experience managing scope, estimates, budgets, and delivery commitments.
ITIL certification preferred; project, Agile, cloud, or architecture certification is an advantage