We are seeking an experienced Service Delivery Manager to lead end-to-end delivery of automation programs for enterprise customers. This role requires strong leadership, a deep understanding of IT operations, and the ability to manage complex automation engagements across product, engineering, and customer teams. The ideal candidate excels at stakeholder management, drives operational excellence, and ensures high-quality delivery outcomes aligned with DigitalXC’s platform capabilities.
Responsibilities
- Lead delivery of automation initiatives for multiple enterprise clients using Agile/DevOps methodologies.
- Define delivery plans, oversee project timelines, manage risks, and ensure resource alignment.
- Establish delivery KPIs, governance models, and reporting structures for transparency and accountability.
- Serve as the primary delivery contact for CXOs, IT Operations leaders, and automation sponsors.
- Conduct governance reviews, communicate progress clearly, and proactively resolve delivery issues.
- Guide automation engineers and business analysts to achieve delivery objectives and meet quality standards.
- Mentor team members, support performance improvement, and foster a high-performance culture.
- Collaborate with pre-sales and solutioning teams to scope use cases, estimate effort, and contribute to proposals.
- Translate customer requirements into executable delivery roadmaps aligned with platform capabilities.
- Ensure adherence to DigitalXC’s automation standards, platform architecture, and governance guidelines.
- Promote reusability, consistency, and operational excellence across automation delivery.
Required Skills & Qualifications
- 8–12 years of IT project delivery experience, including at least 3 years managing automation or DevOps programs.
- Strong understanding of IT infrastructure, service desk operations, and automation domains such as incident remediation and self-service workflows.
- Experience managing distributed technical teams and delivering across hybrid or multi-cloud environments.
- Proven ability to work with enterprise customers and manage executive-level stakeholders.
- Hands-on exposure to automation tools such as Ansible, Python, or PowerShell, and ITSM platforms like ServiceNow.
- Familiarity with Agile/DevOps methodologies and tools including Jira, Confluence, and CI/CD pipelines.
- Excellent communication, presentation, leadership, and organizational skills.
