Job Description:

We are looking for an experienced Technical Delivery Manager to own end-to-end delivery of managed IT services across one or more client accounts. You will be the single point of accountability for scope, schedule, budget, quality, and client satisfaction translating client business needs into executable delivery plans, and coordinating cross-functional technical teams spanning infrastructure, cloud, applications, and support. This role sits at the intersection of technology, operations, and client relationship management, and is a critical driver of our reputation for predictable, high-quality delivery.

Key Responsibilities:

Delivery & Program Management

- Own end-to-end delivery for assigned account(s)/programs infrastructure, cloud, application, and support workstreams against agreed scope, timelines, budget, and quality benchmarks.
- Translate statements of work and client requirements into detailed delivery plans, resource plans, RAID logs, and milestone tracking.
- Run structured governance cadences — daily stand-ups, weekly status, monthly steering committees, and quarterly business reviews (QBRs) — with clear, data-backed reporting.
- Proactively identify delivery risks and issues; drive root-cause analysis and corrective/preventive action plans to closure.
- Manage change requests, scope variations, and their impact on schedule, cost, and resourcing.

Client & Stakeholder Management

- Act as the primary delivery-side point of contact for client stakeholders, building trusted, long-term relationships at the operational and mid-management level.
- Set and manage client expectations; handle escalations calmly and drive them to resolution with a sense of urgency.
- Partner with Account Management/Sales on renewals, upsell opportunities, and scope expansion based on delivery performance and client needs.
- Present delivery performance, SLA/KPI attainment, and improvement roadmaps to client leadership.

Team Leadership

- Lead, mentor, and performance-manage a cross-functional delivery team (project managers, technical leads, engineers,



and support analysts), fostering a culture of ownership and accountability.
- Plan resource allocation and capacity across concurrent projects/accounts in coordination with practice/resource managers.
- Support hiring, onboarding, and skill development plans for the delivery team.

Financial & Commercial Management

- Own account/program-level P&L;, including revenue recognition, cost tracking, margin management, and variance analysis.
- Support commercial forecasting, resource utilization/billability targets, and budget planning cycles.
- Ensure contractual and SLA obligations are met; manage penalty/credit exposure proactively.

Governance, Risk & Compliance

- Ensure delivery adheres to organizational quality frameworks, ITIL/ITSM processes, information security policies, and relevant regulatory/compliance requirements.
- Maintain audit-ready documentation across delivery governance, change management, and service records.
- Coordinate with security, compliance, and architecture teams on risk assessments and remediation.

Continuous Improvement

- Drive process standardization, automation, and tooling improvements to increase delivery efficiency and reduce operational risk.
- Capture lessons learned and best practices; contribute to the organization's delivery playbooks and reusable frameworks.
- Champion adoption of Agile/DevOps practices where applicable to improve release velocity and quality.

Required Qualifications

Education & Experience

- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field (Master's/MBA a plus).
- 10–12+ years of experience in IT services/managed services delivery,



including at least 3–5 years managing delivery teams and client-facing programs.
- Demonstrated experience managing multi-tower engagements (infrastructure, cloud, applications, and/or support) for enterprise clients.

Technical & Domain Knowledge

- Working knowledge across infrastructure, cloud platforms (AWS/Azure/GCP), application delivery, and IT support/service operations — enough to engage credibly with technical teams and clients, without necessarily being hands-on.
- Strong grounding in ITIL/ITSM processes (incident, problem, change, and service level management) and tools (e.g., ServiceNow, Jira Service Management).
- Familiarity with Agile and Waterfall delivery methodologies, and the judgment to apply the right model per engagement.
- Comfort with delivery/PPM tooling (e.g., Jira, MS Project, Smartsheet) and reporting/analytics tools.

Certifications (any of the following preferred)

- PMP, PRINCE2, or equivalent project/program management certification.
- ITIL Foundation or higher.
- Certified ScrumMaster (CSM) / PMI-ACP or equivalent Agile certification.
- Cloud fundamentals certification (AWS/Azure/GCP) is a plus.

Core Competencies

- Executive-level communication, negotiation, and conflict-resolution skills.
- Robust commercial acumen — comfortable owning budgets, margins, and forecasts.
- High ownership and bias for action under ambiguity and time pressure.
- Structured problem-solving, with the ability to synthesize technical detail into business-level narratives.
- People leadership — able to build, motivate, and retain high-performing distributed teams.

Preferred Qualifications

- Prior experience in a Managed Services Provider (MSP), systems integrator, or large IT services organization.
- Experience managing multi-year, multi-million-dollar client contracts and renewals.
- Exposure to DevOps/SRE practices, automation-led service delivery, or AI-assisted operations tooling.
- Experience with global/distributed delivery models and cross-time-zone team coordination.

📌 Technical Delivery Manager (Hyderabad)
🏢 Prolifics
📍 Hyderabad