Service Delivery Manager

Service Delivery Manager

Remote - Canada - EST / Remote - United States - EST

Managed Services Service Delivery Management

Full Time / Remote

At Pythian, we are experts in strategic database and analytics services, driving digital transformation and operational excellence. Pythian, a multinational company, was founded in 1997 and started by ensuring the reliability and performance of mission-critical databases. We quickly earned a reputation for solving tough data challenges. We were there when the industry moved from on-premises to cloud environments, and as enterprises sought more from their data, we expanded our competencies to include advanced analytics.

Today, we empower organizations to embrace transformation and leverage advanced technologies, including AI, to stay competitive. We deliver innovative solutions that meet each client's data goals and have built strong partnerships with Google Cloud, AWS, Microsoft, Oracle, SAP, and Snowflake. The powerful combination of our extensive expertise in data and cloud and our ability to keep on top of the latest bleeding edge technologies make us the perfect partner to help mid and large-sized businesses transform to stay ahead in today's rapidly changing digital economy.

As a Pythian Service Delivery Manager you will be essential for ensuring that Pythian's managed services meet customer expectations and are delivered efficiently and effectively. This role involves managing managed services resources, monitoring service quality, maintaining customer relationships, and continually improving service delivery processes. A successful Service Delivery Manager is a key contributor to customer satisfaction, retention, and the overall success of the organization.

What Will You Be Doing?

• Customer Relationship Management - Serve as the primary point of contact for customers, building strong relationships, understanding their needs, and translating Pythian's services into business value while conducting Quarterly Business Reviews.
• Service Delivery Oversight - Oversee the end-to-end service delivery process, including developing strategies, monitoring progress, and ensuring compliance with scope, schedule, and budget while collaborating with Project Managers.
• Resource Management - Partner with technical team managers for appropriate resource allocation, forecast requirements based on client needs, and address potential constraints through collaboration with stakeholders.
• Quality & Performance Management - Monitor key performance indicators and service level agreements, ensure financial management (budget and margin optimization), and implement continuous improvement processes.
• Cross-functional Team Leadership - Coordinate with technical teams across practices to ensure delivery of high-quality Pythian services aligned with client requirements and SLAs.
• Service Quality Assurance - Define and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure services meet quality and performance standards. Identify areas for improvement and implement process enhancements to enhance service quality.
• Financial Management - Develop and manage budgets for service delivery operations and ensure customer margin optimization.
• Risk Management - Identify potential risks and issues related to service delivery and develop mitigation strategies. Handle escalations and critical issues, working to find quick and effective resolutions ensuring stakeholders are informed and consulted.
• Documentation and Reporting - Maintain comprehensive documentation of service processes, procedures, and customer interactions. Generate regular reports on service performance, customer satisfaction, margin and team productivity. Provide frequency service delivery customer reports detailing outcomes, successes, KPIs, metrics.
• Continuous Improvement - Foster a culture of continuous improvement within the service delivery team.
• Customer Account Growth - Work with Account Managers and internally to expand into the customer's environment.

What Do We Need From You?

What Do You Get In Return?

Hiring Disclaimer

The successful applicant will need to fulfill the requirements necessary to obtain a background check. Accommodations are available upon request for candidates taking part in any aspect of the selection process.