Service Delivery Manager

Service Management Service Manager

Company Description

About Sopra Steria
Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.
The world is how we shape it.

Job Description

1. Negotiate and finalize service agreement and SOWs. Objectively estimate the work, resources, and cost required for contractual/bid requirements.
2. Manage delivery in line with the contract and service agreement and to the agreed costs and budget to ensure achievement of the agreed margin. Identify and apply appropriate services delivery models to optimize costs.
3. Ensure certainty of outcome through monitoring of budgets, service level performance, service status, quality control measures and management of risks, issues and changes.
4. Identify automation and industrialization ideas to bring efficiency, accuracy and cost reduction in the delivery.
5. Lead transition and transformation activities.
6. Win additional business, penetration in new areas, support business development activities. Identify and drive Digital transformation activities.
7. Develop and document standards, policies, procedures, services plans and key performance metrics that support the continual improvement.
8. Establish and manage strong stakeholder relationships, in line with defined stakeholder management plan for customer, Eco-system partners and supplies.
9. Ensure a culture of proactive continual improvement of service delivery, where the value of the improvement is quantified.
10. Execution of Delivery Commitment and health Reviews at specified times within the delivery life-cycle. Help, engage and participate in both internal and external audits.
11. Managing multicultural/multi-geography teams and Provide timely guidance and feedback. Allocate tasks appropriately and provide the necessary support.
12. Engages business stakeholders (Operations) ensuring processes and procedures are fit for purpose and aligned with other functional teams processes
13. Mitigating and solving management level escalations timely.
14. Ensuring the end-to-end operation of the initiative that enables all IT supported and integrated business processes of the domain in line with the agreed Hosting services and products (from the creation of one initiative to its decommissioning);
15. Monitoring both insourced and outsourced teams for the deployment of infrastructure required for applications installation;
16. Ensuring the quality of services delivered including service availability, performance, cost and capacity against contractually agreed OLAs, SLAs and KPIs;
17. Ensuring the survey at the end of the service delivery with infrastructure and/or services by performing customer intimacy in order to anticipate and to answer business needs, and ensure continuous improvement;
18. Ensuring all activities on Run - maintenance including incidents, problems, changes, configuration, and event management for example.
19. Work with Teams on Performance Management of Systems
20. Providing weekly/monthly reporting on the deliveries.
21. Active participation in Audits and Internal Controls
22. Manage Security Controls for delivery Teams
23. Prepare planning for Service Continuity Plans and related exercise
24. Plans and oversees strategic, operational, and administrative programs, projects, and/or services of broad significance to the organization within the designated functional area of focus.
25. Promote a customer-centric business approach.

 

Total Experience Expected: 10-14 years

Qualifications

B Tech /MCA

Additional Information

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Experience Level

Mid Level