Location: Hyderabad

Department: Training Function - Content Solutions

Employment Type: Full-Time

About the Role

We are seeking an energetic, outcome-driven Service Delivery Manager (SDM) to lead our dynamic content development, instructional design, and technical writing operations. In this role, you will be the operational anchor for a talented multi-disciplinary team of 10 12 instructional designers, content developers, and technical writers.

You will bridge the gap between creative learning solutions, technical documentation, and overarching business objectives. We are looking for an creative leader who not only understands modern adult learning principles and learner psychology but also champions Generative AI integration and builds custom Google App Scripts/automation workflows to scale production efficiency, eliminate operational bottlenecks, and maximize business impact.

Key Responsibilities

1. Service Delivery & Operations Management

- End-to-End Delivery: Own the end-to-end delivery lifecycle of content, technical documentation, and learning programs, ensuring they are delivered on time, within scope, and aligned with quality standards.
- Process Optimization & Automation: Spearhead initiatives to streamline production pipelines. Leverage your technical know-how to write and deploy Google App Scripts and automation macros to minimize manual, repetitive tasks across content formatting, tracking, and publishing.
- AI Integration: Drive the strategic integration of AI tools (LLMs, automated transcription, content generation assistants) into daily workflows to augment team output without sacrificing creative quality.




- Metrics & Capacity Planning: Establish, monitor, and report on key performance indicators (KPIs) and Service Level Agreements (SLAs), managing team capacity and forecasting delivery bandwidth against business demands.

2. People Leadership & Stakeholder Management

- Team Empowerment: Lead, mentor, and manage a close-knit team of 10–12 direct reports (Instructional Designers, Content Developers, Technical Writers).
- Cross-Functional Collaboration: Act as the primary conduit between executive stakeholders, business units, and the creative team, managing expectations and translating complex business goals into scalable frameworks.
- Creative Mindset & Quality Control: Foster a culture of creativity, continuous learning, and high editorial/instructional standards. Conduct regular reviews to ensure deliverables meet pedagogical best practices.
- Talent Development: Conduct performance reviews, identify upskilling needs (especially regarding emerging tech and AI tools), and nurture individual career paths.

3. Learning Strategy & Business Alignment

- Pedagogical Expertise: Ground all content and training initiatives in robust learning theories, instructional design principles (e.g., ADDIE, SAM, Bloom’s Taxonomy), and learner-centric strategies.




- Outcome-Oriented Focus: Shift the team’s focus from mere "output generation" to measuring true business impact, learner engagement, retention, and performance change.

Required Qualifications & Skills

- Experience:

10+ years of total experience in Content Development, Instructional Design, or Technical Writing. At least 4 years of proven leadership experience successfully managing both a direct team (10–12 staff) and senior cross-functional stakeholders.

- Domain Knowledge:

Deep comprehension of instructional design methodologies, modern e-learning authoring tools, technical writing standards, and content lifecycle management.
- Technical & Automation Acumen:

Strong hands-on knowledge of Google Workspace ecosystems and the proven ability to design and build Google Apps Scripts or similar lightweight scripts to automate repetitive tracking and reporting workflows. Practical, advanced knowledge of leveraging Generative AI for content scaling, editing, and prompt engineering.

- Core Competencies:

Exceptional time-management skills with the ability to navigate shifting priorities in a fast-paced environment. Outstanding business communication, stakeholder negotiation, and executive-presence skills.

A strategic, outcome-oriented mindset with sharp analytical capabilities for interpreting operational data.

Preferred Qualifications

- Certifications in Project/Service Management (e.g., PMP, ITIL, Agile/Scrum).
- Portfolio or demonstrable examples of workflow automations/scripts built to streamline content production.

📌 Hiring For SDM - Instructional Designing/Content Developer (Hyderabad)
🏢 Cognizant
📍 Hyderabad