Service Delivery Manager

Publicis Sapient is seeking a seasoned Service Delivery Manager for Application Management Services to join their Global IT Operation team. This role involves building, driving, and leading delivery teams for IT Operation Services offered to various clients. The manager will engage with clients at Operation heads/CxO level on multi-year Application and IT Infrastructure management, focusing on IT Operations, cost assessment, continuous improvement, and service innovation. The ideal candidate will have proven success in leading technology teams for technology services companies, with a focus on growing Digital Engineering Services.

Must Have

• Lead and drive delivery teams for IT Operation Services.
• Engage with clients at CxO level on Application and IT Infrastructure management.
• Formulate and execute IT strategy and direction.
• Manage large production support engagements across applications and infrastructure.
• Oversee internal support and engineering resources.
• Create and implement annual technology roadmaps and budgets.
• Identify and communicate compliance, cyber-security, and network security risks.
• Strong knowledge of ITIL, Agile, and Project Management.
• Experience with vendor management and contract structuring.
• Proven ability to create and maintain effective documentation.
• Excellent Service Delivery and Operations management experience.
• Manage escalations and conflicts effectively.
• Data-driven decision-making mindset.

Perks & Benefits

• Gender-Neutral Policy
• 18 paid holidays throughout the year
• Generous parental leave and new parent transition program
• Flexible work arrangements
• Employee Assistance Programs to help you in wellness and well-being

Company description

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of the next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

Overview

We are looking for a seasoned Service Delivery Manager for Application Management Services to join the Global IT Operation team. As the leader in production operation teams, you will build, drive and lead delivery teams for Publicis Sapient’s IT Operation Services offered to various clients.

You would have had proven success in building and leading technology teams for technology services companies, with a focus on growing Digital Engineering Services. Experience in leading, solutioning and delivering large multi-year deals at Fortune level companies will be strong advantage. Experience of working in a matrixed environment, which includes interfacing with Industry and global delivery teams is a must.

You should be a seasoned technology leader, who is passionate working directly with various large clients at Operation heads/ CxO level on the multi-year Application and IT Infrastructure management, which includes decisions on IT Operations, cost assessment, continuous improvement and Service innovation, macro and micro designing, tying business logic to outcomes, finalizing important technology and operations decisions, identifying risks and suggesting mitigation strategies etc. and have extensive experience with clients.

Skill Requirements:

• Prior experience in Managed Service Provider or IT Consulting environment is a must
• Should have a solid technical background with astute business sense and deep leadership and people skills to succeed in this role
• Should have exposure in in executing large production support engagements across applications and infrastructure technology stacks
• Previous project management experience and in running major incidents
• Exceptional attention to detail and highly organized
• Able to work on and coordinate multiple tasks simultaneously
• Comfortable working in a team environment
• Extensive Experience in managing large Application stacks
• Proven ability to create and maintain effective documentation, including policies, processes, and procedures
• Broad operational experience in a public company environment with a deep understanding of IT
• Proven experience to deliver in a fast-paced technology company
• Data-driven decision-making mindset

EXPERIENCE

• 10 - 12 years of relevant experience in the enterprise Application/Infra/Multi cloud solutions space

EDUCATION

• Bachelor’s engineering degree required (Degree in Computer Science or related field preferred)

Responsibilities

JOB RESPONSIBILITIES

• Maintains overall responsibility for customer satisfaction through the delivery of managed IT services
• Participates with the Senior IT Executive and other IT Leadership in the formulation and execution of IT strategy and direction
• Engage and consult with senior leaders to align with strategic business goals and technical initiatives
• Excellent Team Management Skills
• Conducting regular status and business review meetings for each client to understand short- and long-term business goals
• Creating, presenting, and implementing annual technology roadmaps, budgets, and reports for each client
• Communicating potential risks related to compliance, cyber-security, network security, and industry-specific compliance
• Identifying new opportunities to use technology to streamline business processes
• Overseeing internal support and engineering resources to ensure successful delivery of services to clients
• Educating clients on current technology trends relevant to their specific industry
• Providing technical guidance, counsel, and direction for all individuals on the team, as needed, to resolve technical issues
• This role requires strong policy and process knowledge (e.g. ITIL, agile, Project mgmt..) as well as knowledge of a variety of digital technologies to lead the team to identify risk and compliance issues and drive mitigation, remediation, and compliance activities within the organization. This role requires outstanding customer service skills due to interaction with numerous client departments and business units
• Ability to oversee simultaneous projects to successful delivery
• Demonstrated experience with vendor management and contract structuring
• Strong analytical skills to relate security requirements to appropriate security controls including sensitive data management
• Strong project management skills and experience in creating and managing project plans, including budgeting and resource allocation
• Written, verbal, and presentation skills with the ability to effectively interact with internal and external business partners
• Ensure customer focus and satisfaction among the internal team. Acts as a customer advocate, frequently communicating with customers and managing customer expectations.
• Establish credibility and maintain strong working relationships with technical and non-technical teams involved with information technology matters including Legal, Operations, Risk, Internal Audit, etc.
• Communicate effectively and professionally in all forms of communication with internal and external teams/customers.
• Establishes strong relationships with business leaders through frequent communication and face-to-face interaction.

Key Metrics Responsibility:

• Customer Satisfaction
• Value proposition / Articulation

Personal Attributes:

• Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
• Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
• Willingness to work in odd hours and weekend as per the project requirements.
• Ability to prioritize when under pressure and be able to travel within region and globally for delivery issue and/or strategic governance meeting

Qualifications

Your Skills & Experience:

• Ability to build and manage successful teams
• Excellent knowledge and experience of Service management processes
• Excellent experience in Service Delivery and Operations management
• Good communication and stakeholder management skills
• Good understanding of various contractual, commercial and SLA constructs
• Strong creative thinking, problem-solving, decision-making skills
• Ability to manage escalations and conflicts

Additional information

• Gender-Neutral Policy
• 18 paid holidays throughout the year.
• Generous parental leave and new parent transition program
• Flexible work arrangements
• Employee Assistance Programs to help you in wellness and well-being.

Job location : Gurgaon/Bangalore/Hyderabad/Pune

Follow us on:

Twitter: @SapientIndia

Facebook: facebook.com/SapientIndia

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