Service Delivery Manager

Join to apply for the Service Delivery Manager role at Pythian . Why Pythian At Pythian, we are experts in strategic database and analytics services, driving digital transformation and operational excellence. Founded in 1997 as a multinational company, we have earned a reputation for solving tough data challenges and helping enterprises transition from on‑premises to cloud environments. We empower organizations to embrace transformation and leverage advanced technologies, including AI, to stay competitive. Why you? As a Pythian Service Delivery Manager, you will be essential for ensuring that Pythian’s managed services meet customer expectations and are delivered efficiently and effectively. This role involves managing managed services resources, monitoring service quality, maintaining customer relationships, and continually improving service delivery processes. What will you be doing? Serve as the primary point of contact for customers, building strong relationships and translating Pythian’s services into business value while conducting Quarterly Business Reviews. Oversee the end‑to‑end service delivery process, including developing strategies, monitoring progress, and ensuring compliance with scope, schedule, and budget while collaborating with Project Managers. Partner with technical team managers for resource allocation, forecast requirements, and address constraints through collaboration with stakeholders. Monitor key performance indicators and service level agreements, ensure financial management (budget and margin optimization), and implement continuous improvement processes. Coordinate with technical teams across practices to ensure delivery of high‑quality Pythian services aligned with client requirements and SLAs. Define and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure services meet quality and performance standards, and identify areas for improvement. Develop and manage budgets for service delivery operations and ensure customer margin optimization. Identify potential risks and issues related to service delivery and develop mitigation strategies; handle escalations and critical issues. Maintain comprehensive documentation of service processes, procedures, and customer interactions; generate regular reports on service performance and customer satisfaction. Foster a culture of continuous improvement within the service delivery team. Work with Account Managers and internal teams to expand into the customer’s environment. What do we need from you? Solid, experienced background in Customer Experience. Expert‑level knowledge of project and change management, methodologies, techniques, processes, and approaches. A natural problem‑solver and strategic thinker; able to bring clarity to chaos and navigate through ambiguity. Certifications on ITIL. A positive, collaborative, and friendly attitude. Technical IT experience (e.g., Public Cloud, QA, Software Development, DBA). Solid background leading a team of senior resources. Solid PMO background at a senior level, with experience running an enterprise Project Management Office. Strong influence and persuasion skills at all levels, up to C‑level. Experience managing and directing large‑scale PMO teams. Strong risk management, governance, and compliance background. Strong understanding of the Project Lifecycle (PLC), System Development Lifecycle (SDLC), and Agile delivery frameworks (Scrum, Kanban, etc.). Experience driving cost efficiencies across large complex programs. Optional certifications including PMP, Prince2, Lean/Six Sigma. Bachelor’s degree in Computer Science / Engineering or a related technical discipline is preferred. 10+ years experience managing large strategic initiatives. 5+ years experience working with Senior Management (comfortable presenting to C‑Level decision makers). Experience in project management methodologies (Agile, Kanban, Waterfall, etc.). Experience in projects delivered via CI/CD. Exposure to systems engineering, software engineering, and technical solution discussions. Interpersonal skills, including relationship building and collaboration within a diverse, cross‑functional team. Excellent communication skills and strong stakeholder management skills. Solid understanding of architectural patterns and implementations. Familiarity with Cloud Service Providers: Azure, AWS, Google, OpenStack, etc. Familiarity with Cloud Computing Services: IaaS, PaaS, SaaS. Ability to understand the common concerns and needs at all hierarchical levels of a technical organization. Self‑motivated and directed, working in a fast‑paced demanding environment. What do you get in return? Competitive total rewards package with an annual bonus. Training allowance for skill development and professional development days; conference attendance and certification support. Remote work from home with no daily commute; you can be located anywhere in the US or Canada. All equipment needed to work from home, including a laptop and an annual budget to personalize your workspace. Community engagement opportunities and volunteer time. Hiring Disclaimer The successful applicant must 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. Final hiring decisions are ultimately made by humans. Job Details Seniority level: Director Employment type: Full‑time Job function: Project Management and Information Technology Industries: IT Services and IT Consulting #J-18808-Ljbffr