Service Delivery Manager

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.  This role involves managing managed services resources, monitoring service quality, maintaining customer relationships, and continually improving service delivery processes. A successful Service Delivery Manager is a key contributor to customer satisfaction, retention, and the overall success of the organization. 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 to enhance service quality. 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 ensuring stakeholders are informed and consulted. Documentation and Reporting - Maintain comprehensive documentation of service processes, procedures, and customer interactions. Generate regular reports on service performance, customer satisfaction, margin and team productivity. Provide frequency service delivery customer reports detailing outcomes, successes, KPIs, metrics. Continuous Improvement - Foster a culture of continuous improvement within the service delivery team. Customer Account Growth - Work with Account Managers and internally to expand into the customer’s environment.