Principal:Service Delivery Manager

India·Mumbailead

OperationsService Delivery Manager

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Quick Summary

Overview

Principal Service Delivery Managers (SDMs) at Thoughtworks are leaders in DAMO™ managed services.

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OperationsService Delivery Manager

Principal Service Delivery Managers (SDMs) at Thoughtworks are leaders in DAMO™ managed services. They play a pivotal role in enabling and optimizing application and infrastructure managed services for key strategic customers or highly complex strategically important customers. They lead initiatives that go beyond conventional maintenance, focusing on the progressive evolution of applications or infrastructure to maximize business value and ensure a sustainable return on digital assets.

They are an organizational and operational specialists who ensure that everyone has what they need to deliver exceptional value on the contract. They are highly skilled at anticipating client requirements or potential gaps in delivery team expertise and ensuring this is proactively addressed with seamless delivery across Thoughtworks teams. Principal SDMs ensure customers are always kept appropriately informed and that the value of delivery outcomes are well understood internally and with key customer stakeholders.

Thoughtworks DAMO managed services empower businesses through intelligent, automated digital operations solutions from the infrastructure layer through to the application layer. It leverages advanced Build practices such as XP and CI/CD to achieve "zero maintenance" products, revolutionizing how Run operates. By combining site reliability engineering (SRE), product evolution and data ops, DAMO managed services drive predictable cost reduction and future-proof operations.

Responsibilities

~2 min read

→You will establish a clear vision and direction for the managed services paradigm and practices, aligning with the overall business strategy and strategic clients.
→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 executive level stakeholders, both at the client and internally.
→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 expertly build a partnership with customers that enables anticipation of their needs and proactive planning for delivery with internal support teams.
→You will champion the continual tracking of key metrics for service delivery, including the identification and initiation of 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.

Requirements

~1 min read

You have experience in managed services delivery, particularly in technology and IT services.
You are adept with service level agreements and incident management, estimation, capacity planning, proposal building, contract negotiation and managing contract financials.
You are highly-skilled at working with executive-level and operational client stakeholders and company leadership teams to shape and execute strategic 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 expertly synthesizing complex information and quickly formulating action plans.
You are adept at analyzing data to draw meaningful inferences, i.e.: trends or patterns, potential financial impacts, etc.

You are resilient in ambiguous situations and can adapt your role to approach challenges from multiple perspectives; You don’t 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 who excels at 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 proactively 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.

There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve 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, let’s be extraordinary.

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