Delivery Manager | SDM | Bengaluru | Engineering | Hybrid Cloud Engineering

Delivery Manager | Engineering, AI & Data – Engineering | SDM

   Location:  Bangalore

The team

Engineering helps empower and drive mission-critical solutions whether we need to modernize existing systems or implement new technology products and platforms. Through innovation, we improve financial performance, accelerate new digital businesses and fuel growth. Learn more about Engineering, AI and Data

Your work profile

 The Service Delivery Lead will be responsible for establishing and managing the service governance, onboarding and transition framework for client projects moving into the managed support model.

The role will act as a key interface between service/project leadership, SRE teams, engineering teams and the managed operations organization, ensuring that each service is clearly defined, operationally ready and transitioned into BAU support through a consistent and controlled process.

The Service Delivery Lead will establish the end-to-end service onboarding lifecycle, define operational readiness criteria, develop and govern service transition runbooks, establish reporting and governance mechanisms, and ensure that services entering the managed support model meet agreed operational standards.

The role requires a combination of service management expertise, project/service transition experience, governance capability and strong stakeholder management skills.

• 12+ years of experience in IT service management, service delivery, service transition, operations or managed services.
• 5+ years in senior Service Delivery / Service Transition / Service Management roles.
• Demonstrable experience establishing service onboarding and transition frameworks.
• Experience conducting Operational Readiness Assessments for applications/platforms/services.
• Experience defining service models, support boundaries and operational responsibilities.
• Strong experience with ITIL/ITSM practices, particularly Incident, Problem, Change, Service Transition and Service Level Management.
• Experience establishing governance structures for complex technology environments.
• Experience working across application, infrastructure, SRE, engineering and operations teams.
• Strong experience managing multiple concurrent service onboarding/transformation initiatives.
• Experience developing executive and operational reporting frameworks.
• Strong stakeholder management and communication skills.
• Experience working with senior client stakeholders.
• Experience in large-scale managed services transformation.

• Experience establishing centralized or federated operations models.
• Experience working with SRE/DevOps organizations.
• Experience with cloud and modern application environments.
• Experience implementing service management tooling such as ServiceNow or equivalent ITSM platforms.
• Experience establishing automated service onboarding/readiness workflows.
• Experience with operational dashboards and service analytics.
• ITIL certification or equivalent.
• Experience in consulting or client-facing transformation engagements.

Key skills required: 

• Education-Bachelors in Engineering

• Service transition
• ITSM
• Operational readiness
• Incident/problem/change management
• Service level management
• Governance
• Multi-project coordination
• Dependency management
• Risk and issue management
• Stakeholder coordination
• Transition planning
• Executive communication
• Facilitation
• Influencing without authority
• Conflict
• resolution
• Decision-making
• Cross-functional leadership
• Analytical
• Current-state assessment
• Process analysis
• Operational maturity assessment
• KPI development
• Root-cause analysis
• Continual improvement