Service Delivery Manager

About Position:

We are looking for Service Delivery Manager with hands on experience in Delivery, PMO, transition governance.

Role:
Service Delivery Manager

Location:

All Persistent Locations

Experience:

11 to 16 years
Job Type: Full Time Employment

What You'll Do:

Act as the customer-facing lead and the voice of PSL for service delivery matters
Coordinate offshore delivery teams and technical tower leads across milestones, issues, risks, and action closures
Drive governance through daily, weekly, monthly, and quarterly reviews
Manage dependencies, readiness checks, cutover planning, and hypercare coordination
Own service-level reporting, escalations, governance artefacts, and delivery assurance inputs
Ensure timely follow-up for knowledge transfer, documentation completion, risk mitigation, and sign-offs
Maintain close alignment with regional service delivery leaders and programmer leadership
Promote strong transition discipline and operational readiness across all work streams
Support discovery, target-state readiness, cutover execution, rollback preparedness, and steady-state handover
Work across technical towers including End User Computing, Identity, Security, Network, Infrastructure, Service Desk, and Program Management
Produce and review SOPs, runbooks, KT material, and operational documentation
Support hypercare stabilization and track measurable outcomes post-cutover
Identify opportunities for additional business growth within the existing customer
Bring a strong transition mindset with focus on discovery, target-state readiness, cutover planning, rollback preparedness, hypercare, and successful handover.
Demonstrate ownership of tower-level outcomes, dependencies, risks, documentation, and stakeholder communication.
Work effectively across cross-functional teams such as End User Computing, Identity, Security, Network, Infrastructure, Service Desk, and Programme Management.
Produce high-quality SOPs, runbooks, KT material, and operational documentation that support business continuity and long-term manageability.
Operate comfortably in a fast-paced, transformation-led environment where priorities can evolve as discovery progresses.

Expertise You'll Bring:

Bachelor's Degree from a reputed University
8+years of experience in service delivery, PMO, or transition governance roles
Strong experience in service delivery management and large-scale transition programs
Proven ability to coordinate across multiple technical towers and global time zones
Strong governance, reporting, and delivery-assurance capabilities
Excellent communication, stakeholder management, and follow-up discipline

Experience with onsite/offshore delivery or managed service transition models
Exposure to cutover governance, RAID management, and tools such as Asana
Ability to operate effectively in fast-paced, transformation-led environments
Ownership mindset with the ability to lead or strongly influence outcomes
Calm, execution-focused approach during migration, cutover, hypercare, and service-risk situations
Strong documentation skills with comfort in structured governance and accountability
Experience in onsite/offshore-led transition or managed service models.
Exposure to Asana, RAID management, or cutover governance.
Milestones delivered on time with minimal disruption to business operations.
Cutovers executed with approved runbooks, clear rollback paths, and measurable hypercare outcomes.
Documentation, KT, and operational handover completed to an acceptable standard.
Risks, dependencies, and issues identified early and managed proactively.
Strong collaboration with recruiters, hiring managers, stakeholders, and adjacent towers through delivery cycles.
Additional business mining from existing customer
Ownership mindset with the ability to lead or strongly influence within the assigned tower.
Strong communication and collaboration across business and technical stakeholders.
Comfortable with structured documentation, governance, and delivery accountability.
Calm and execution-focused during migration, cutover, hypercare, and service-risk situations.
Good coordination, reporting, and delivery-assurance capability.
Ability to work across technical towers and time…