Service Delivery Manager

Why Pythian At Pythian, we are experts in strategic database and analytics services, driving digital transformation and operational excellence. Founded in 1997, we have delivered mission‑critical database reliability and performance and have expanded into advanced analytics, AI, and cloud solutions for mid‑ and large‑sized businesses. Today we partner with Google Cloud, AWS, Microsoft, Oracle, SAP, and Snowflake to help clients stay competitive in a rapidly changing digital economy. What will you be doing? Customer Relationship Management – Serve as the primary point of contact, build strong relationships, understand needs, and translate Pythian's services into business value through Quarterly Business Reviews. Service Delivery Oversight – Oversee end‑to‑end delivery, develop strategies, monitor progress, and ensure compliance with scope, schedule, and budget while collaborating with Project Managers. Resource Management – Partner with technical managers to allocate resources, forecast requirements, and address constraints through stakeholder collaboration. Quality & Performance Management – Monitor KPIs and SLAs, ensure financial management, and implement continuous improvement processes. Cross‑functional Team Leadership – Coordinate with technical teams across practices to deliver high‑quality services aligned with client requirements and SLAs. Service Quality Assurance – Define KPIs and SLAs, identify improvement areas, and implement process enhancements. Financial Management – Develop and manage budgets, optimize customer margins. Risk Management – Identify risks, develop mitigation strategies, handle escalations, and ensure stakeholder communication. Documentation and Reporting – Maintain comprehensive documentation and generate regular service performance reports. Continuous Improvement – Foster a culture of continuous improvement within the service delivery team. Customer Account Growth – Work with Account Managers to expand into customer environments. What do we need from you? Solid background in Customer Experience. Expert‑level knowledge of project and change management methodologies. Strong problem‑solving, strategic thinking, and ability to navigate ambiguity. ITIL certifications. Positive, collaborative, and friendly attitude. Technical IT experience (e.g., Public Cloud, QA, Software Development, DBA). Experience leading senior resource teams. Senior PMO background with enterprise lifecycle experience. Influence and persuasion skills at all levels, including C‑level. Experience managing large PMO teams and driving cost efficiencies. Knowledge of risk management, governance, and compliance. Understanding of PLC, SDLC, and Agile frameworks (Scrum, Kanban, etc.). Project management methodology experience (Agile, Kanban, Waterfall, etc.). Experience with CICD pipelines and continuous delivery. Exposure to systems engineering and software engineering. Excellent communication and stakeholder management skills. Understanding of architectural patterns and implementations. Familiarity with Azure, AWS, Google, OpenStack, and cloud service models (IaaS, PaaS, SaaS). Self‑motivated and able to work in a fast‑paced, demanding environment. What do you get in return? Competitive total rewards package with an annual bonus. Professional development allowance, conferences, certifications, and training days. Remote work from anywhere in the US or Canada with no daily commute. All necessary equipment, including laptop and workspace budget. Community engagement opportunities, including volunteer time and conferences. Hiring Disclaimer The successful applicant will need to fulfill the requirements necessary to obtain a background check. Accommodations are available upon request for candidates taking part in any aspect of the selection process. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr