Service Delivery Manager

Why Pythian:

At Pythian, we are experts in strategic database and analytics services, driving digital transformation and operational excellence. Pythian, a multinational company, was founded in 1997 and started by ensuring the reliability and performance of mission-critical databases. We quickly earned a reputation for solving tough data challenges. We were there when the industry moved from on-premises to cloud environments, and as enterprises sought more from their data, we expanded our competencies to include advanced analytics.

Today, we empower organizations to embrace transformation and leverage advanced technologies, including AI, to stay competitive. We deliver innovative solutions that meet each client’s data goals and have built strong partnerships with Google Cloud, AWS, Microsoft, Oracle, SAP, and Snowflake. The powerful combination of our extensive expertise in data and cloud and our ability to keep on top of the latest bleeding edge technologies make us the perfect partner to help mid and large-sized businesses transform to stay ahead in today’s rapidly changing digital economy.

Why you:

A Service Delivery Manager is 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 Senior Service Delivery Manager is a key contributor to customer satisfaction, retention, and the overall success of the organization.

MEASURES OF SUCCESS

• Customer profitability and margin
• Team utilization
• Customer satisfaction
• Account growth
• Churn rate
• Customer referrals/willingness to be a reference
• Billable and effective utilization targets

If this is you, and you wonder what it would be like to work at Pythian, reach out to us and find out!

Intrigued to see what a life is like at Pythian? Check out #pythianlife on LinkedIn and follow @loveyourdata on Instagram!

Not the right job for you? Check out what other great jobs Pythian has open around the world! Pythian Careers

What you will be doing:

Customer Relationship Management:

• Act as the primary point of contact and provide full oversight for Pythian’s customers, building and maintaining strong relationships.
• Understand customer needs, expectations, and objectives and ensure that services align with these requirements.
• Translate our services into business value for customers
• Collect, consolidate, prepare and host the Quarterly Business Reviews for Delivery and Sales focused on how we have delivered business value to our customers and how we may be able to further assist them with new offerings
• Track Pythian service delivery successes and report internally and to customer

Service Delivery Oversight:

• Manage the end-to-end service delivery process, from planning and execution to monitoring and reporting.
• Develop and implement service delivery strategies and workflows to optimize efficiency.
• Monitor and track delivery progress daily, collaborating with Team managers to ensure pace of delivery is within scope, schedule and budget.
• Collaborate with Project Managers within the PMO that are assigned to projects under the remit of your customers to ensure the customer project is aligned with customers expectations.

Cross-functional Team Leadership:

• Coordinate with technical teams across practices to ensure delivery of high-quality Pythian services aligned with client requirements and SLAs.
• Facilitate communication between technical specialists, clients, and stakeholders to drive successful service delivery outcomes.
• Build collaborative relationships with Practice Leads and Team Managers to optimize resource allocation and client service delivery.

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.

Resource Management:

• Partner with talent team managers to ensure appropriate resource allocation for client engagements and project deliverables.
• Forecast resource requirements based on client needs and communicate these requirements proactively to practice leadership.
• Identify potential resource constraints or gaps and collaborate with relevant stakeholders to develop mitigation strategies.

Financial Management:

• Develop and manage budgets for service delivery operations and ensure customer margin optimization.
• Ensure ongoing value delivery to customers by minimizing time spent on overhead tasks

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.
• Stay updated on industry best practices and incorporate them into service delivery processes.

Customer Account Growth:

• Work with Account Managers and internally to expand into the customer’s environment.
• Identifying new areas for support or upcoming technologies that the customer is interested in implementing
• Actively pushing architects & senior level technologists in front of the customer to speak to their concerns and service opportunities
• Assisting with Quarterly Business Reviews (QBRs). Ensure that the focus is on outcomes, getting improvement feedback and identifying more opportunities
• Stay updated on industry best practices and incorporate them into service delivery processes.

What 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 on ITIL
• A positive, collaborative, and friendly attitude
• Technical IT experience (e.g. Public Cloud, QA, Software Development, DBA)
• Solid background leading a team comprising senior resources
• Solid background in service delivery management, with experience of managing enterprise-level customers.
• Strong influence and persuasion skills at all levels, up and including C-level
• Strong risk management, governance, and compliance background
• Strong understanding of the Project Lifecycle (PLC); System Development Lifecycle (SDLC); and Agile delivery components and frameworks (e.g. Scrum, Kanban, etc).
• Experience of driving cost efficiencies across large complex programs
• Optional certifications including PMP, Prince2, Lean/Six Sigma.
• Bachelor's degree in Computer Science / Engineering or a related technical discipline is preferred.
• 10+ years experience managing large strategic initiatives
• 5+ years experience working with Senior Management (you must feel comfortable presenting ideas to C-Level decision makers and challenging their thoughts when appropriate)
• Experience in project management methodologies (Agile, Kanban, Waterfall, etc.)
• Experience in projects delivered via CICD (Continuous Integration Continuous Delivery)
• Exposure towards systems engineering, software engineering and contribution towards technical solution discussions
• Interpersonal skills, including relationship building and collaboration within a diverse, cross-functional team
• Excellent communication skills and strong stakeholder management skills
• Solid understanding of Architectural patterns and implementations
• Familiarity with Cloud Service Providers: Azure, AWS, Google, OpenStack, etc.
• Familiarity with Cloud Computing Services: IaaS, PaaS, SaaS
• Ability to understand the common concerns and needs at all hierarchical levels of a technical organization

• Self-motivated and directed, while working in a fast-paced demanding environment

What you will receive:

• Love your career: Competitive total rewards package. Blog during work hours; take a day off and volunteer for your favorite charity.
• Love your work/life balance: Flexibly work remotely from your home, there’s no daily travel requirement to an office! All you need is a stable internet connection.
• Love your coworkers: Collaborate with some of the best and brightest in the industry!
• Love your development: Hone your skills or learn new ones with our substantial training allowance; participate in professional development days, attend training, become certified, whatever you like!
• Love your workspace: We give you all the equipment you need to work from home including a laptop with your choice of OS, and an annual budget to personalize your work environment!
• Love yourself: Pythian cares about the health and well-being of our team. You will have an annual wellness budget to make yourself a priority (use it on gym memberships, massages, fitness and more). Additionally, you will receive a generous amount of paid vacation and sick days, as well as a day off to volunteer for your favorite charity.

HiringDisclaimer

• The successful applicant will need to fulfill the requirements necessary to obtain a background check.
• Accommodations are available upon request for candidates taking part in any aspect of the selection process.
• Pythian is looking to fill this position as soon as possible as this position is for an active and open position.

AI Disclaimer

Pythian may utilize Enterprise Generative Artificial Intelligence (AI) tools or features throughout its hiring process. These tools help us manage high volumes of applications efficiently and may be employed to review applications, analyze resumes, and assist with other recruitment steps. While Pythian uses AI in its hiring process, it does not substitute for human judgment. Our Talent Acquisition Team reviews all AI-generated recommendations, and the system is subject to regular bias audits to ensure fairness and compliance with all applicable employment and human rights laws. All final hiring decisions are made by, and remain the responsibility of, human decision-makers. By applying for this position, you consent to Pythian’s use of these AI tools in the evaluation of your application. You have the right to request a human review of any solely AI-driven decision or to request an accommodation. Should you require further details regarding the processing of your data, please reach out to us.