Service Delivery Director

Service Delivery Director

Noida, Uttar Pradesh

Job Summary

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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

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ROLE OVERVIEW

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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

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Program Leadership \& Governance

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• 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

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• 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

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• 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

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• 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)

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Commercial, Financial \& Growth Support

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• 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

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• 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

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• 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

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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

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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

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• Program \& Portfolio Management✓ Executive Stakeholder Management

• Commercial \& Financial Acumen✓ Transition \& Transformation Leadership

• Governance, Risk \& Reporting✓ Team Leadership \& Coaching

• Negotiation \& Influencing✓ AI-Enabled Project Management