Role: Service Delivery Manager
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Service Delivery
PG: Any Postgraduate
About Thoughtworks :
Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who
are revolutionizing tech. As a leading technology consultancy, were pushing boundaries through
our purposeful and impactful work. For 30+ years, weÆve delivered extraordinary impact together
with our clients by helping them solve complex business problems with technology as the
differentiator. Bring your brilliant expertise and commitment for continuous learning to
Thoughtworks. Together, letÆs be extraordinary.
Role & responsibilities :
You will manage delivery of managed services in line with the expectations of the contract
and based on fostering a mature and respectful relationship with the relevant client and
internal stakeholders.
You will share your service delivery expertise and actively contribute to building
improvements to the foundations of the practice of service delivery within DAMO.
You will build a partnership with clients that enables anticipation of their needs and plans
for delivery with internal support teams.
You will track key metrics for service delivery and identify and initiate corrective activity to
ensure service level agreements are consistently achieved.
In the event of a highly impactful incident, you will work to ensure the required resources
are appropriately focused and working effectively while ensuring key customer
stakeholders are kept informed on a regular basis, including the performance and delivery
of a post incident review.
You will ensure that all customer invoices and customer reports are accurate and
consistently issued in a timely manner.
You will ensure that Thoughtworks people have access to the tools that they need to
perform their role and actively facilitate remediation where required.
You will ensure that Thoughtworks technical teams are aware of their requirements under
the contract and monitor and act where required to ensure compliance.
You will ensure risks are identified, recorded, communicated and have agreed mitigation or
acceptance plans.
Preferred candidate profile :
Technical Skills -
You have experience in managed services delivery, particularly in technology and IT
services.
You have experience with service level agreements and incident management, estimation,
capacity planning, proposal building, contract negotiation and managing contract
financials.
You are skilled at working with client stakeholders and company leadership teams to
shape and execute initiatives, as well as with operational technical staff.
You have strong experience with ITIL and ITSM tools and methodologies, applying them
on client engagements.
You have strong problem-solving and time management skills, and the ability to make
decisions under pressure.
You have experience in synthesizing complex information and quickly formulating action
plans.
You are able to analyze data to draw meaningful inferences, i.e.: trends or patterns,
potential financial impacts, etc.
Professional Skills
You are resilient in ambiguous situations and can adapt your role to approach challenges
from multiple perspectives; You dont shy away from risks or conflicts, instead you take
them on and skillfully manage them.
Listening is one of your key strengths and you understand the importance of asking
questions to ensure understanding.
You are a leader capable of leading with influence to drive results.
You are comfortable working autonomously while recognizing the importance of
empowered teams to deliver exceptional value to customers.
You are active in working to address improvements in performance while ensuring
instances of positive performance are recognized and appropriately celebrated.
Cultivating strong partnerships comes naturally to you; You understand the importance of
relationship building and how it can bring new opportunities to our business.