[Hiring] Service Delivery Manager @Symphony Solutions

Role Description

We are looking for a Service Delivery Manager. You will lead delivery on projects covering full SDLC with full ownership and responsibility for quality and deliverables.

About You

• You have strong experience in client and stakeholder management.
• You have excellent communication skills and can build strong relationships with individuals at various seniority levels, communicating effectively even in demanding situations.
• You are people-oriented and understand business will not run if the right people are not hired on time.
• You have excellent organisational skills and can manage multiple projects simultaneously.
• You have strong prioritisation skills, attention to detail, and critical thinking.
• You have a good understanding of Agile software development methodologies.
• You have a good understanding of main technologies and practices used in software development.
• You are a team player.
• You have a sense of urgency and take ownership of your projects.
• You are fluent in English, both written and spoken, and have great presentation skills.

Responsibilities

• Delivery excellence:
  • Ensure services are delivered as promised in the Statement of Work (SOW) and meet client expectations.
  • Handle project changes smoothly, establishing a clear change process, managing the human impact, and continuously improving the approach.
  • Develop proper framework according to the project needs.
  • Build the right team to manage key processes like DevOps, QA, and UX.
  • Track performance with key metrics and regular reports to find areas for improvement.
  • Ensure systems are reliable, scalable, and meet performance standards.
  • Identify potential risks early and take action to handle them.
  • Create and follow plans to ensure projects are executed successfully.
  • Keep track of technical issues and fix them to maintain system health.
  • Provide accurate resource estimates and create roadmaps to guide project progress.
  • Ensure projects are properly wrapped up, with lessons learned documented for future improvements.
  • Help plan budgets by providing inputs for accurate financial forecasts.
  • Track revenue and profitability, and manage invoices according to company processes.
• Client relationship management and business growth:
  • Build strong relationships with clients, being their main contact for service-related matters.
  • Act as a trusted advisor by aligning delivery outcomes with client goals.
  • Understand client needs and manage their expectations clearly.
  • Measure client satisfaction with regular surveys and use feedback to make improvements.
  • Lead proposal preparation in the pre-sales process, including organizing the pre-sale team and setting communication protocols.
  • Prepare and deliver compelling proposals that align with client needs and priorities.
  • Communicate clearly with clients to build strong working relationships.
  • Collaborate with internal teams to align services with client needs and expectations.
  • Participate in business trips as needed.
  • Understand various contractual models (e.g., Fixed Price vs. Time-and-Material) for effective project execution.
  • Collaborate with client partners and clients to find new opportunities to grow your client account.
  • Create budget projections and manage costs effectively, in collaboration with the Client Partner.
  • Prevent and address client escalations effectively to maintain satisfaction and trust.
• People management:
  • Build a great team by finding and hiring the best people.
  • Design and implement initiatives to boost team morale and engagement.
  • Help your team develop their careers and grow.
  • Make sure everyone knows what's expected and how to succeed.
  • Facilitate conversations to help the team resolve conflicts and maintain a positive work environment.
• Compensation Management:
  • Take part in initiatives to address key organizational goals, drive innovation, and improve our work and culture.
  • Help teams navigate organizational changes while keeping business goals in mind.
  • Collaborate with other teams to align services with client needs and improve our services.