The Service Delivery Manager is responsible for one program site location with daily supervision of Team Leads and a team (e.g. delivery, process of direct reports).
Key Responsibilities:
Manage workload of the onsite operation, may make work assignments and have responsibility for developing Team Leads and other direct reports
May be the escalation point for issue resolution, personnel matters, operation management and communications with internal and external stakeholders
Manage effective internal and external client relationships, reporting and deliverables to the Account Manager, and additional administrative oversight (i.e. financial management processes and reporting duties)
Exercise consistent judgment and discretion with work directly related to management policies and the general operations of the business
Lead delivery governance, performance reviews, and escalation management
Act as senior escalation point for delivery and execution related risks
Partner with client and account stakeholders based in the US to align priorities and expectations
Represent delivery leadership in client governance forums and reviews
Build and maintain trusted relationships with senior client stakeholders
Oversee delivery execution across multiple offshore locations and time zones
Align onshore expectations with offshore delivery outcomes
Support transitions, ramp ups, and onboarding of new work
Oversee delivery financials including revenue, cost, and productivity
Support commercial and delivery model discussions including production hours initiatives
Support near term and pipeline growth in priority areas such as Gemini
Drive operational readiness for new and expanding programs
Collaborate with cross service group teams on transformation initiatives
Enable process, tooling, and delivery model improvements
Provide leadership to delivery leads and managers across regions
Build leadership bench strength and succession plans
Foster a culture of accountability, collaboration, and performance