[Hiring] Senior Service Delivery Manager @Thoughtworks

Role Description

We are looking for an experienced Senior Service Delivery Manager (SDM) to join the DAMO (Digital Application Management and Operations) team at Thoughtworks. In this role, you will lead the delivery and continuous improvement of Managed Services engagements across application and infrastructure operations.

• Manage end-to-end service delivery for Managed Services engagements, ensuring alignment with SLAs and contractual commitments.
• Build strong partnerships with clients and internal teams to drive operational excellence and continuous improvement.
• Monitor service performance, incidents, risks, and operational trends, and proactively drive corrective actions.
• Lead and coordinate major incident management activities, ensuring timely resolution and clear stakeholder communication.
• Support service transition activities, including onboarding new applications, systems, and operational processes.
• Collaborate with technical teams to ensure operational readiness, compliance, and consistent adoption of ITSM practices and tools.
• Drive operational governance activities such as service reporting, service reviews, financial tracking, and stakeholder management.
• Identify and implement opportunities for automation, AIOps, optimization, and operational efficiency improvements.
• Support capacity planning, resource coordination, and operational scaling based on business and client needs.
• Strengthen collaboration across regional/global DAMO teams and support business growth initiatives through operational and delivery inputs.

Qualifications

• Proven experience in IT service delivery, Managed Services, or operations management.
• Understanding of ITIL, incident management, problem management, change management, and service management best practices.
• Experience managing client stakeholders, delivery governance, and operational escalations.
• Experience working with cross-functional engineering and support teams in complex technology environments.
• Strong communication, stakeholder management, and problem-solving skills.
• Ability to manage multiple priorities and make effective decisions in fast-paced operational environments.
• Experience with service transition, operational readiness, or onboarding activities is highly preferred.
• Familiarity with cloud platforms, DevOps, SRE, or modern operational practices is an advantage.
• Ability to work independently while influencing teams and driving collaboration across functions.

Requirements

• You are resilient in ambiguous situations and can adapt your role to approach challenges from multiple perspectives.
• You don’t shy away from risks or conflicts; instead, you take them on and skillfully manage them.
• Listening is one of your key strengths and you understand the importance of asking questions to ensure understanding.
• You are capable of leading with influence to drive results.
• You are comfortable working autonomously while recognizing the importance of empowered teams to deliver exceptional value to customers.
• Cultivating strong partnerships comes naturally to you; you understand the importance of relationship building and how it can bring new opportunities to our business.

Benefits

• At DAMO™ Managed Services, we focus on continuous evolution to help organizations achieve extraordinary impact.
• Work on proactive improvements rather than reactive fixes.
• Be at the forefront of cost optimization, automation, and scalable solutions.
• Streamline operations, boost efficiency, and ensure systems grow with clients’ needs.
• Join a team that thrives on curiosity, innovation, and purpose.