Role Summary
Accountable for the end-to-end delivery of Digital Workplace Platforms (DWP) services within the assigned region, ensuring operational excellence, service quality, and adherence to contractual commitments across all managed services customers.
The role is responsible for the management of regional delivery teams, coordination of service execution under Technical Service Management governance, and alignment with global delivery standards and continuous improvement initiatives.
Key Responsibilities
Service Delivery Management
- Accountable for the delivery of DWP managed services (RUN/BAU) across the assigned region, including L2 and L3 support operations.
- Ensure adherence to ITIL-aligned processes, including Incident, Request, Change, and Problem Management.
- Manage service performance against contractual SLAs, KPIs, and quality targets.
- Oversee ticket lifecycle management within Stefanini or customer ITSM platforms.
Team Coordination
- Coordinate delivery activities across Technical Team Leads and L2/L3 engineers.




- Collaborate with Operations Managers and Operations Coordinators (Operations Governance) to ensure effective service execution, workload distribution, and alignment with operational processes.
- Provide input into workforce planning, capacity management, and skill allocation based on regional delivery demand.
- Contribute to performance management processes by providing delivery-related feedback on team performance and operational effectiveness.
- Ensure alignment of all involved teams with defined processes, escalation protocols, and knowledge management practices.
Service Coordination
- Act as the primary operational point of contact for delivery within the assigned region.
- Ensure delivery alignment under the Technical Service Manager (TSM) governance framework.
- Participate in operational service reviews, reporting, and service governance forums.
- Ensure effective communication and coordination with internal stakeholders and team

📌 Delivery/development Manager (Noida)
🏢 Stefanini North America and APAC
📍 Noida