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 SUCCESSCustomer profitability and marginTeam utilizationCustomer satisfactionAccount growthChurn rateCustomer referrals/willingness to be a referenceBillable and effective utilization targetsIf 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 CareersWhat 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 customersCollect, 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 offeringsTrack Pythian service delivery successes and report internally and to customerService 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 tasksRisk 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 inte