Service Delivery Manager

Overview Service Delivery Manager role at Pythian. You will ensure that Pythian’s managed services meet customer expectations and are delivered efficiently and effectively. Why Pythian At Pythian, we are experts in strategic database and analytics services, driving digital transformation and operational excellence. Pythian, a multinational company, was founded in 1997 and started by ensuring the reliability and performance of mission-critical databases. We earned a reputation for solving tough data challenges and expanded to cloud, advanced analytics, and modern data solutions. We collaborate with Google Cloud, AWS, Microsoft, Oracle, SAP, and Snowflake to help mid- and large-sized businesses transform and stay competitive in today’s digital economy. Today, we empower organizations to embrace transformation and leverage advanced technologies, including AI, to stay competitive. Location: EST | Remote | Work from home What will you be doing? Customer Relationship Management – Serve as the primary point of contact for customers, build strong relationships, understand their needs, translate Pythian services into business value, and conduct Quarterly Business Reviews. Service Delivery Oversight – Oversee end-to-end service delivery, develop strategies, monitor progress, and ensure scope, schedule, and budget alignment with input from Project Managers. Resource Management – Partner with technical team managers for resource allocation, forecast requirements, and address constraints with stakeholders. Quality & Performance Management – Monitor KPIs and SLAs, manage budgets and margins, and implement continuous improvement processes. Cross-functional Team Leadership – Coordinate with technical teams to deliver high-quality services aligned with client requirements and SLAs. Service Quality Assurance – Define and monitor KPIs and SLAs, identify improvement areas, and implement process enhancements. Financial Management – Develop and manage budgets for service delivery and ensure customer margin optimization. Risk Management – Identify risks, develop mitigation strategies, handle escalations, and keep stakeholders informed. Documentation and Reporting – Maintain service process documentation, generate regular performance and customer reports. Continuous Improvement – Foster a culture of continuous improvement within the service delivery team. Customer Account Growth – Work with Account Managers to expand within the customer environment. What do we need from you? Solid, experienced background in Customer Experience Expert-level knowledge of project and change management methodologies and processes Problem-solver and strategic thinker; able to navigate ambiguity Certifications on ITIL Positive, collaborative, and friendly attitude Technical IT experience (e.g., Public Cloud, QA, Software Development, DBA) Experience leading a team of senior resources Senior-level PMO background with enterprise project lifecycle experience Strong influence and persuasion skills up to C-level Experience directing large-scale PMO teams Strong risk management, governance, and compliance background Understanding of PLC/SDLC and Agile delivery (Scrum, Kanban, etc.) Experience driving cost efficiencies across large programs Optional certifications: PMP, Prince2, Lean/Six Sigma Bachelor’s degree in Computer Science / Engineering or related field (preferred) 10+ years of experience managing large strategic initiatives 5+ years working with Senior Management and presenting to C-level decision makers Experience in Agile, Kanban, Waterfall, etc. Experience in projects delivered via CICD Exposure to systems/software engineering and technical solution discussions Interpersonal and collaboration skills in a diverse, cross-functional team Excellent communication and stakeholder management skills Understanding of architectural patterns Familiarity with Cloud Service Providers (Azure, AWS, Google, OpenStack) Familiarity with Cloud Computing Services (IaaS, PaaS, SaaS) Ability to understand concerns at all hierarchy levels Self-motivated and able to work in a fast-paced environment What do you get in return? Competitive total rewards package with an annual bonus Training allowance and opportunities for professional development Remote work from home with no daily travel requirement; US or Canada location acceptable Equipment and annual budget to personalize your workspace Community benefits, including opportunities to blog during work hours and volunteer time off Hiring Disclaimer The successful applicant will need to fulfill requirements to obtain a background check. Accommodations are available upon request for candidates during the selection process. We may use artificial intelligence tools to support parts of the hiring process; final hiring decisions are made by humans. For data processing details, contact us. #J-18808-Ljbffr