[Hiring] Senior Service Delivery Manager @GBH

Role Description

As a Service Delivery Manager, you will oversee the full lifecycle of projects — from initiation and planning to execution, regulation, and closure — ensuring that teams deliver on agreed scope, time, quality, and budget standards. You will act as the main point of contact for client expectations, coordinating escalations, guiding project operations, and ensuring service quality across multiple engagements. This is both a leadership and strategic role, requiring excellent people management, process optimization, and the ability to champion service excellence while fostering strong client relationships.

Objectives

• Manage customer expectations throughout the service delivery process.
• Own objectives and ensure continuous delivery of value to clients.
• Oversee teams to ensure high performance and alignment with project and client goals.
• Drive continuous improvement in service delivery and operational excellence.

Responsibilities

• Orchestrate end-to-end service delivery management while maintaining high-performing teams and ensuring client satisfaction.
• Define priorities, conduct project planning, coordinate across multiple disciplines and departments, and manage releases.
• Own the escalation process: manage major incidents, coordinate resolution, ensure effective stakeholder communication, and lead post-incident reviews.
• Monitor, control, and support service delivery; ensure adherence to systems, methodologies, and procedures.
• Champion service and support in projects, ensuring service impacts are minimized and agreed upon.
• Be accountable for service quality and performance; incorporate future growth and demand into capacity planning.
• Identify and lead continuous improvement initiatives for customer and internal processes.
• Collaborate in staff functions including mentoring, training, target setting, and performance management.
• Foster collaboration across technical and non-technical stakeholders to ensure project goals are met with high quality.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Industrial Engineering, or equivalent.
• 5+ years of project management experience.
• Experience with SDLC and application of Agile frameworks.
• CSM and/or CSPO Certifications (a plus).
• Master’s degree in Business Administration, Project Management, or Service Management (a plus).
• Experience in technology services (a plus).
• ISO 20000 (ITSM) readiness (a plus).
• CAPM/PMP certification (a plus).
• Schedule requirements EST + occasional early-Australia overlap to coordinate with AU-based teams. No permanent overlap requirement.

Competencies

• Passion for process improvement.
• Excellent leadership and people management skills.
• Strong conflict management skills.
• Outstanding verbal and written communication skills.
• Willingness to support and mentor junior staff.
• Excellent customer service and client-facing skills.
• Ability to work under pressure and meet deadlines.
• Flexibility to work in shifts and outside regular business hours.
• Strong organizational skills.
• Ability to handle confidential and sensitive information.
• Self-discipline and accountability.
• Ability to manage and prioritize tasks and time efficiently.
• Initiative and a proactive mindset.

Benefits

• We’re a company that empowers people. Instead of rules, we have three company values to let you do what you do best.
• A friendly, fast-paced and inclusive environment.
• We rely on an open and empathetic culture that constantly promotes the growth of our team.
• We do our best to set the best baselines to accelerate your career.
• We strive to offer competitive, unbiased, and fair rewards for all our people.
• We empower you to manage your own time and promote flexible working opportunities, along with family-friendly policies.