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Lead:Service Delivery Manager

1 month, 1 week ago
United States
Full-time
Lead
Program Manager
Project and Program Management
CI/CD
Apply Now
Thoughtworks

Thoughtworks

Thoughtworks is a leading technology consultancy that focuses on transforming digital journeys for clients by delivering innovative software design, engineering excellence, and strategic insights to address pressing global challenges.

Professional Services
10K-50K
Founded 1993
$748M raised
View All Jobs 5

Description

  • Manage delivery of managed services in line with contract expectations and client/internal stakeholder relationships.
  • Share service delivery expertise and help improve the foundations of service delivery within DAMO.
  • Build client partnerships that anticipate needs and coordinate delivery with internal support teams.
  • Track service delivery metrics and initiate corrective actions to meet service level agreements.
  • Respond to major incidents by coordinating resources, keeping stakeholders informed, and delivering post-incident reviews.
  • Ensure customer invoices and reports are accurate and issued on time.
  • Make sure Thoughtworks people have access to the tools they need and facilitate remediation when required.
  • Ensure technical teams understand contract requirements and monitor compliance.
  • Identify, record, communicate, and manage risks with agreed mitigation or acceptance plans.

Requirements

  • Experience in managed services delivery, particularly in technology and IT services.
  • Experience with service level agreements, incident management, estimation, capacity planning, proposal building, contract negotiation, and contract financials.
  • Experience working with client stakeholders, company leadership teams, and operational technical staff.
  • Strong experience with ITIL and ITSM tools and methodologies in client engagements.
  • Strong problem-solving and time management skills, with the ability to make decisions under pressure.
  • Experience synthesizing complex information and quickly forming action plans.
  • Ability to analyze data and identify trends, patterns, and potential financial impacts.
  • Resilience in ambiguous situations and comfort handling risks and conflicts.
  • Strong listening and questioning skills to ensure understanding.
  • Preferred: leadership ability to influence outcomes and drive results.

Benefits

  • Annual salary range of $134,000 to $223,000 USD.
  • Benefits information available through Thoughtworks' benefits program.
  • Remote work designation indicated by #LI-Remote.
  • Learning and development support through interactive tools, development programs, and teammate support.

Interested in this position?

Apply directly on the company website

Apply Now

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