Job Requirements
Senior IT Service Delivery Manager to lead large-scale managed services
engagements for global clients. The role is responsible for ensuring consistent, high-
quality service delivery, customer satisfaction, operational excellence, financial
performance, and continuous service improvement. The individual will provide
strategic leadership across multiple service lines while partnering with customer
executives to drive business outcomes and AI-led service transformation.
Key Responsibilities
Service Delivery Leadership
Drive operational excellence, service stability, and continuous service
improvement.
Lead service governance, operational reviews, and executive steering
meetings.
Customer Relationship Management
Build trusted relationships with customer leadership and key stakeholders.
Act as the primary escalation point for critical service issues and major
incidents.
Conduct Monthly Service Reviews (MSRs), Quarterly Business Reviews
(QBRs), and executive governance meetings.
Build high-performing teams through coaching, mentoring,
and succession
planning.
Drive workforce planning, capability development, and employee
engagement.
Transition & Transformation
Lead service transitions from project to operations and manage knowledge
transfer activities.
Proven leadership in managing global delivery teams across multiple
locations.
AI-Led Delivery & Transformation
Lead the delivery of AI-enabled programs, including AI Scaffolding, AI-
assisted development, and intelligent automation initiatives.
Define the AI adoption strategy and roadmap for projects, ensuring alignment
with customer objectives and business outcomes.
Collaborate with Enterprise Architects, AI CoE, Product Owners, and
Engineering teams to integrate AI into delivery processes.
Evaluate emerging AI technologies and recommend their adoption to improve
delivery efficiency and customer value.
Drive continuous improvement by ident
📌 Systems Architect (Pune)
🏢 Virtusa
📍 Pune