Thoughtworks
LeadServiceDeliveryManager
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“Lead Service Delivery Manager at Thoughtworks. Skills: Service delivery management, Client relationship management, Operational excellence. Manage delivery of managed services. Foster mature relationships with clients”
What You'll Achieve.
Maximize business value; Ensure sustainable return; Achieve zero maintenance; Drive predictable cost reduction; Future-proof operations
Industry & Context.
Problem-solving; Synthesizing complex information; Formulating action plans; Data analysis
What They're Looking For.
Must Have
Managed services delivery experience, Experience in technology and IT services, Experience with service level agreements, Experience with incident management, Experience with estimation, Experience with capacity planning, Experience with proposal building, Experience with contract negotiation, Experience managing contract financials, Proven experience in service transition, Experience scaling up teams, Experience working with client stakeholders, Experience working with company leadership teams, Experience with ITIL, Experience with ITSM tools, Experience with ITSM methodologies, Problem-solving skills, Time management skills, Ability to make decisions under pressure, Experience synthesizing complex information, Experience formulating action plans, Ability to analyze data, Resilience in ambiguous situations, Ability to adapt role, Ability to take on risks, Ability to manage conflicts, Listening skills, Ability to ask questions, Leadership capability, Ability to lead with influence, Comfort working autonomously, Recognition of empowered teams, Active in addressing performance improvements, Recognition of positive performance, Understanding of relationship building
Nice to Have
Experience working within or servicing the public sector
What You'll Do.
Manage delivery of managed services
Foster mature relationships with clients
Foster mature relationships with internal stakeholders
Share service delivery expertise
Contribute to building practice improvements
Build partnership with clients
Anticipate client needs
Plan delivery with internal support teams
Track key metrics for service delivery
Identify corrective activity
Initiate corrective activity
Ensure service level agreements are achieved
Ensure required resources are focused
Ensure resources are working effectively
Keep customer stakeholders informed
Ensure customer invoices are accurate
Ensure customer reports are accurate
Issue customer invoices timely
Issue customer reports timely
Ensure people have access to tools
Facilitate remediation where required
Ensure technical teams are aware of contract requirements
Monitor contract compliance
Act to ensure contract compliance
Ensure risks are identified
Ensure risks are recorded
Ensure risks are communicated
Ensure mitigation plans are agreed
Ensure acceptance plans are agreed
How You'll Work.
Team & Collaboration
Client stakeholders; Internal stakeholders; Thoughtworks teams; Technical teams; Company leadership teams
Communication Scope
Client communication; Stakeholder communication
Process & Methodology
Service delivery, Capacity planning, Service transition
Full Job Description
Lead Service Delivery Managers (SDMs) at Thoughtworks are delivery managers in DAMO™ managed services. They play a pivotal role in enabling and optimizing application and infrastructure managed services for our clients. They work on initiatives that go beyond conventional maintenance, focusing on the progressive evolution of applications or infrastructure to maximize business value and ensure a sustainable return on digital assets. They ensure that everyone has what they need to deliver exceptional value on the client contract. They are skilled at anticipating client requirements or potential gaps in delivery team expertise and ensuring this is proactively addressed with seamless delivery across Thoughtworks teams. Lead SDMs ensure customers are always kept appropriately informed and that the value of delivery outcomes are well understood internally and with key customer stakeholders. Thoughtworks DAMO managed services empower businesses through intelligent, automated digital operations solutions from the infrastructure layer through to the application layer. It leverages advanced Build practices such as XP and CI/CD to achieve "zero maintenance" products, revolutionizing how Run operates. By combining site reliability engineering (SRE), product evolution and data ops, DAMO managed services drive predictable cost reduction and future-proof operations. Job responsibilities You will manage delivery of managed services in line with the expectations of the contract and based on fostering a mature and respectful relationship with the relevant client and internal stakeholders. You will share your service delivery expertise and actively contribute to building improvements to the foundations of the practice of service delivery within DAMO. You will build a partnership with clients that enables anticipation of their needs and plans for delivery with internal support teams. You will track key metrics for service delivery and identify and initiate corrective activity to ensure
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