Service Delivery manager

Job Title: Service Delivery Manager

The Service Delivery Manager (Incubation) will play a critical role in setting up, stabilizing, and scaling delivery for new or incubating accounts. This role requires strong staffing ownership, technology understanding, people leadership, and a high level of attention to detail to ensure smooth transition from incubation to steady-state delivery.

Key Responsibilities

Staffing & Resource Management

• Own end-to-end staffing for incubating accounts, including demand understanding, onboarding, ramp-up, and backfilling
• Work closely with Talent Acquisition and workforce planning teams to ensure timely fulfillment of roles
• Ensure right skillright role mapping aligned to project and technology needs
• Manage utilization, capacity planning, and productivity during the incubation phase

Technology Understanding

• Possess strong working knowledge of technology stacks being delivered (applications, platforms, infra, data, etc.)
• Understand delivery dependencies, technical risks, and effort estimation
• Effectively translate client requirements into staffing and delivery needs
• Act as a bridge between technical teams, architects, and business stakeholders

People Management & Leadership

• Lead and mentor delivery teams during the early-stage setup
• Drive performance management, engagement, and retention of team members
• Create a high-accountability culture with clear roles, expectations, and ownership
• Handle people issues, escalations, and feedback proactively

Operational Excellence & Attention to Detail

• Be highly detail-oriented in managing:
• Delivery plans and trackers
• SLAs, milestones, and timelines
• Compliance, documentation, and process adherence
• Ensure accurate reporting on staffing, delivery status, risks, and dependencies
• Identify gaps early and take corrective actions to avoid delivery slippages

Required Experience & Skills

• 1015 years of experience in IT Services delivery or program management
• Strong hands-on experience in staffing and ramp-up for new / incubating accounts
• Good understanding of technology and delivery models
• Proven people management abilities with experience handling growing teams
• Highly detail-oriented with strong organizational and execution skills
• Excellent communication and stakeholder management skills

Key Competencies

• Staffing & Workforce Planning
• Delivery Setup & Stabilization
• Technology Acumen
• People Leadership
• Process & Governance Orientation
• Risk Identification & Mitigation