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 identifying new AI use cases across development, testing, operations, support, and project management.

 Present AI adoption progress, business advantages, and transformation outcomes during customer governance and executive reviews.

 Ensure AI initiatives deliver measurable improvements in productivity, quality,

cost optimization, and customer satisfaction while maintaining delivery

Work Experience

15-30Years

📌 Systems Architect (Pune)
🏢 Virtusa
📍 Pune