Service Delivery Program Manager

Company: Tech Mahindra Limited
Location: Saint Louis
Posted on: May 7, 2025

Job Description:

Role: Service Delivery Program Manager

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Location: St Louis, MO (Onsite)



JD:

To lead the managed service delivery for Network and Unified communication operations for a largescale Healthcare setup



Job Responsibilities

- Manages mission critical deliveries which includes 24x7 service operations for a strategic account

- Leading managed services for infrastructure technical services such as Enterprise Networking and Unified Communication

- Should be able manage all stake holders (Like Resources, customer - C-level and management)

- Performs resource planning, tracking and oversight to ensure service delivery as per KRA, KPIs and SLAs within budget, on-scope and first time right

- Present frequent status reports with highlights / low lights

- Leading from front attitude, having continuous quality communication with customer stakeholders to ensure high CSAT rating

- Track service delivery performance against defined SLAs and KPIs

- Bring in service improvements with innovation and automation

- Regular team meetings, engage and manage team members from multiple organizations, vendors and subcontractors, obtain vendor/subcontractor quotes, engage vendors/subcontractors and release project team resources.

- Oversee project deliverables to ensure performance to schedule and budget are met

- Evaluate actual hours performed to planned hours and deliverables to the quality expectations

- Exercise change process against the project objective, update project deliverables and obtain acceptance from identified project stakeholders

- Participate Major incidents, change management and ensure issues are resolved as per SLA

- Root cause analysis and proactive measures to prevent reoccurrence of issues

- Manage customer escalation and periodic calls

- Track and manage project risks proactively

- Participate deal proposal building and defense presentations

- Interact with CxO / senior management in customer organization

- Ensures 100% compliance to the defined processes



EXPERIENCE PROFILE

- 15+ years' experience in Project Management in network related projects

o Must have experience in managing service delivery for ACV $3M+

o At least 2 - 3 years of experience in managing service delivery for Infrastructure Operations including Network and Unified Communication domains

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- Must have worked in large organizations with distributed (Onsite / offshore) delivery model

- Strong financial tracking experience

- Must have worked in PMO environment

- ITIL certification preferred

JOB COMPETENCIES

- Leadership skills

- Execution management, attention to detail

- Analytical thinking

- Communication and Consensus building; Relationship management

- Facilitation and Presentation skills

- Use of enterprise project management tools

- Financial and risk management

- Infrastructure project management

- Excellent communication and presentation skills

Keywords: Tech Mahindra Limited, Chesterfield , Service Delivery Program Manager, Executive , Saint Louis, Missouri