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Service Delivery Manager
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Why Pythian
At Pythian, we are experts in strategic database and analytics services, driving digital transformation and operational excellence. Founded in 1997, we earned a reputation for solving tough data challenges and have been at the forefront of the shift from on‑premises to cloud environments. We now empower organizations to embrace transformation and leverage advanced technologies, including AI, to stay competitive.
Our strong partnerships with Google Cloud, AWS, Microsoft, Oracle, SAP, and Snowflake enable us to deliver innovative solutions that meet each client’s data goals.
Why you?
As a Pythian Service Delivery Manager, you will be essential for ensuring that Pythian’s managed services meet customer expectations and are delivered efficiently and effectively. You will manage managed services resources, monitor service quality, maintain customer relationships, and continually improve service delivery processes. Your work will be a key contributor to customer satisfaction, retention, and the overall success of the organization.
What will you be doing?
- Customer Relationship Management – Serve as the primary point of contact for customers, building strong relationships, understanding their needs, and translating Pythian’s services into business value while conducting Quarterly Business Reviews.
- Service Delivery Oversight – Oversee the end‑to‑end service delivery process, including developing strategies, monitoring progress, and ensuring compliance with scope, schedule, and budget while collaborating with Project Managers.
- Resource Management – Partner with technical team managers for appropriate resource allocation, forecast requirements based on client needs, and address potential constraints through collaboration with stakeholders.
- Quality & Performance Management – Monitor key performance indicators and service level agreements, ensure financial management (budget and margin optimization), and implement continuous improvement processes.
- Cross‑functional Team Leadership – Coordinate with technical teams across practices to ensure delivery of high‑quality Pythian services aligned with client requirements and SLAs.
- Service Quality Assurance – Define and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure services meet quality and performance standards. Identify areas for improvement and implement process enhancements.
- Financial Management – Develop and manage budgets for service delivery operations and ensure customer margin optimization.
- Risk Management – Identify potential risks and issues related to service delivery and develop mitigation strategies. Handle escalations and critical issues, working to find quick and effective resolutions.
- Documentation and Reporting – Maintain comprehensive documentation of service processes and customer interactions; generate regular reports on performance, satisfaction, margin, and team productivity.
- Continuous Improvement – Foster a culture of continuous improvement within the service delivery team.
- Customer Account Growth – Work with Account Managers and internal teams to expand into the customer’s environment.
What do we need from you?
- Solid, experienced background in Customer Experience.
- Expert‑level knowledge of project and change management, methodologies, techniques, processes, and approaches.
- A natural problem‑solver and strategic thinker; able to bring clarity to chaos and navigate through ambiguity.
- Certifications in ITIL.
- A positive, collaborative, and friendly attitude.
- Technical IT experience (e.g., Public Cloud, QA, Software Development, DBA).
- Experience leading a team of senior resources.
- Solid PMO background at a senior level, with experience running an enterprise Project Management Office with full lifecycle experience.
- Strong influence and persuasion skills at all levels, including C‑level.
- Experience managing and directing large‑scale PMO teams.
- Strong risk management, governance, and compliance background.
- Understanding of the Project Lifecycle (PLC), System Development Lifecycle (SDLC), and Agile delivery frameworks (Scrum, Kanban, etc.).
- Experience driving cost efficiencies across large complex programs.
- Optional certifications: PMP, Prince2, Lean/Six Sigma.
- Bachelor's degree in Computer Science, Engineering, or a related technical discipline.
- 10+ years of experience managing large strategic initiatives.
- 5+ years working with Senior Management and presenting to C‑Level decision makers.
- Experience with Agile, Kanban, Waterfall, and CICD (Continuous Integration Continuous Delivery).
- Exposure
