Service Delivery Director

Service Delivery Director

Noida, Uttar Pradesh

Job Summary

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

ROLE OVERVIEW

We are seeking an experienced Program Manager to lead large-scale Transition and Transformation initiatives across Infrastructure and Application Services. The role requires strong delivery leadership, executive stakeholder engagement, commercial awareness, and the ability to drive complex, multi-workstream programs to measurable business outcomes.

Key Responsibilities

Program Leadership & Governance

Lead end-to-end delivery of complex Transition and Transformation programs across Infrastructure and Applications.

Manage scope, schedules, budgets, resources, risks, dependencies, milestones, deliverables, and benefits realization.

Track performance against approved baselines and drive timely corrective actions.

Ensure delivery aligns with contractual commitments, business objectives, and governance standards.

Stakeholder & Executive Management

Build trusted relationships across customers, partners, vendors, and internal teams.

Provide clear program reporting, strategic recommendations, and decision support to CXO-level stakeholders.

Lead steering committees, governance reviews, and stakeholder workshops.

Team Leadership

Lead and motivate geographically distributed, cross-functional teams.

Create a culture of accountability, collaboration, innovation, and continuous improvement.

Mentor Project Managers and remove delivery roadblocks.

Transition & Transformation Delivery

Lead service transitions, modernization initiatives, cloud programs, application transformations, cutovers, migrations, stabilization, and operational readiness.

Drive measurable service improvements and business value across multi-vendor environments.

Key Responsibilities (continued)

Commercial, Financial & Growth Support

Manage program budgets, forecasts, resource plans, financial performance, and P&L considerations.

Understand and manage Statements of Work, contractual obligations, commercial constructs, and change requests.

Support regional RFP, RFI, and RFQ responses, solution workshops, effort estimates, staffing plans, and proposal development.

Digital, Agile & AI-Enabled Delivery

Promote Agile, Waterfall, and Hybrid delivery practices appropriate to the engagement.

Apply GenAI and automation to improve planning, reporting, governance, risk analysis, knowledge management, and team productivity.

Stay current with emerging technologies, delivery methods, and industry trends.

Required Experience & Knowledge

20+ years of Project and Program Management experience, including leadership of large-scale Transition and Transformation programs.

Proven experience managing global, cross-functional teams and multiple concurrent workstreams.

Strong command of project fundamentals including scope, deliverables, milestones, baselines, critical paths, RAID, change control, financials, and benefits tracking.

Sound understanding of Infrastructure Services including Data Centre, Cloud, Network, Cyber Security, Digital Workplace, and IT Service Management.

Understanding of enterprise Applications, ERP and non-ERP solutions, SDLC, application modernization, and integration programs.

Industry and domain awareness across diverse enterprise environments.

Tools & Delivery Methods

Planning & Collaboration

Microsoft Project (MPP), Jira, Confluence, Microsoft Office

Platforms & Reporting

ServiceNow, Power BI and Azure DevOps (preferred)

Ways of Working

Agile, Waterfall and Hybrid delivery methods

Qualifications

MANDATORY

PMP® certification

Bachelor’s degree in IT, Engineering, Business, or a related discipline

PREFERRED

PgMP, PRINCE2, SAFe, Scrum Master, ITIL, or relevant Cloud certification.

Key Competencies

• Program & Portfolio Management

• Executive Stakeholder Management

• Commercial & Financial Acumen

• Transition & Transformation Leadership

• Governance, Risk & Reporting

• Team Leadership & Coaching

• Negotiation & Influencing

• AI-Enabled Project Management