Senior Service Delivery Manager

Responsibilities

• Lead the managed services solution for RFPs and proactive proposals together with the pursuit team, from requirements analysis to client orals
• Clarify client requirements, drive the Q&A process, and close scope gaps before pricing starts
• Design the deal: service model, target operating model, SLA/KPI framework, responsibility boundaries, and transition approach
• Size the team from data: ticket volumes, priority mix, coverage hours, shift model, onsite/offshore mix, and L1-L3 role structure
• Select and structure the commercial model (T&M, fixed capacity, unit-based, outcome-based) and test it against margin and SLA penalty exposure
• Build the AI business case: quantify the impact of AIOps, GenAI, and automation on ticket deflection, resolution time, and SDLC productivity, and convert it into FTE, cost, and a multi-year productivity plan
• Define the transition plan and transformation roadmap with phases, risks, and cost reduction commitments
• Write and own key proposal sections, and present and defend the solution in client orals and internal deal reviews
• Lead transitions from incumbent vendors through hypercare to steady state, delivering what was committed in the proposal
• Run governance for an account or workstream: SLAs, escalations, RAID, steering committees, and margin tracking

Languages

Required

• 8+ years in Managed Services, with solid pre-sales solutioning experience and hands-on delivery exposure (transition, Build, or Run)
• Hands-on experience with AIOps, GenAI, and automation in operations, and the ability to build a credible business case around them
• Working knowledge of ITIL, SIAM, and service design, along with DevOps and monitoring at scale

Nice to have

• Familiarity with cloud platforms (Azure, AWS, or GCP) and AI certifications

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