The Senior Delivery Manager will act as the single point of contact (SPOC) for delivery of support services, ensuring seamless service delivery, smooth transitions, adherence to SLAs, and effective team management across multiple geographies. This role demands a strong leader with proven experience in managing global delivery teams, driving operational excellence, and ensuring client satisfaction. Service Delivery Management
Service Delivery Management
- Act as Delivery SPOC for all support services, ensuring timely and efficient delivery.
- Coordinate with cross-functional teams across geographies (UK, USA, NL) to deliver high-quality services without disruption.
- Serve as the primary escalation point for client queries and complaints, ensuring prompt resolution.
2. Transition Management
- Oversee the transition phase by coordinating with transition managers, Infosys teams, and client stakeholders.
- Track project deliverables (MOMs, KT playback documents, recordings, checklists) and ensure timely reporting.
- Proactively identify risks, raise flags for delays, and implement mitigation strategies.
- Ensure primary/secondary support responsibilities are established and move smoothly into steady state.
- Lead reverse transition preparations and secure client sign-off.
3. Steady State Management
- Ensure seamless transition to steady state without impacting BAU operations.
- Manage regional support across geographies, ensuring scope is covered and no delivery slippages occur.
- Proactively escalate risks/challenges and assist in mitigation to avoid service disruption.
4. SLA / KPI Tracking & Compliance
- Ensure strict adherence to SLAs and KPIs, maintaining agreed service quality standards.
- Conduct weekly governance reviews and manage governance calls between Infosys and client leadership.
- Provide regular service delivery updates, address client concerns, and track performance metrics.
- Identify improvement areas and implement corrective actions.
5. Budget & Resource Management
- Manage and track service delivery budgets, ensuring cost control and optimal resource allocation.
- Drive financial discipline and maintain delivery within budgetary constraints.
6. Team Leadership & Development
- Build, lead, and nurture high-performing delivery teams.
- Foster a collaborative and positive team environment, resolving conflicts where necessary.
- Establish communication and reporting plans across teams.
- Monitor dependencies, risks, and issues, ensuring effective mitigation.
7. Transformation & Continuous Improvement
- Drive continuous improvement initiatives, including process optimization and automation.
- Champion transformation programs to enhance service efficiency, effectiveness, and innovation.
Job Requirements
- Proven experience as a Senior Delivery Manager in large-scale IT/software engagements.
- Strong expertise in SLA/KPI tracking, compliance, and governance.
- Hands-on experience in transition and steady state service delivery management.
- Budget management and cost optimization experience.
- Strong leadership, stakeholder management, and communication skills.
- SLA/KPI Tracking and Compliance
- Team Management
- Managing and Tracking Budgets
- Steady State Service Delivery Management
