Service Delivery Manager

About Persistent

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 12 of the 30 most innovative global companies, 60% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum by reporting $360.2M revenue in Q3 FY25, delivering 4.3% Q-o-Q and 19.9% Y-o-Y growth. Our 23,900+ global team members, located in 19 countries, have been instrumental in helping the market leaders transform their industries. We are also pleased to share that Persistent won in four categories at the prestigious 2024 ISG Star of Excellence™ Awards, including the Overall Award based on the voice of the customer. We were included in the Dow Jones Sustainability World Index, setting high standards in sustainability and corporate responsibility. We were awarded for our state-of-the-art learning and development initiatives at the 16th TISS LeapVault CLO Awards. In addition, we were cited as the fastest-growing IT services brand in the 2024 Brand Finance India 100 Report. Throughout our market-leading growth, we’ve maintained a strong employee satisfaction score of 8.2/10.

About Position:

• Role: Service Delivery Manager
• Location: Zurich
• Experience: 15 to 20Years
• Job Type: Full Time
• 5 days onsite

Service Delivery Manager

• Interface with Executives, IT Management, and End Users to define business, financial, and operational requirements
• Analyze and model existing business processes
• Develop standards and best practices for use across multiple projects
• Manage multiple managed services vendors holding them to agreed-upon SLAs and quality metrics
• Lead definition of scope and objectives for new and requested projects, involving all relevant stakeholders and ensuring technical feasibility
• Assist with recruiting and managing vendors
• Manage a portfolio of assigned technology projects in conjunction with the organization’s technology and business goals
• Ensure projects are delivered on-time, within scope, and within budget using Project Management deliverables such as project plans, project budgets, status reports, and risk/issue logs
• Manage changes to project scope, schedule, and costs using appropriate verification techniques
• Report and escalate to IT management and the IT Steering Committee as needed
• Effectively manage, document, and communicate project risk
• Manage project documentation, agreements, and contracts Expertise You'll Bring
• Must possess minimum 14+ years of progressive experience in Delivery Leadership roles for Infrastructure area, team size 60-100 team members
• Must have strong knowledge of the technology & processes (Data Center, Storage, Networking, Security) and ITIL Processes
• Should have proven delivery leadership for a multi-customer Infrastructure portfolio with 24x7 operations, including large, fixed cost programs and large transitions
• Collaborative mindset: should be able to collaborate for cross-selling with Vertical Teams to grow Infrastructure business
• Must demonstrate high growth mindset
• Must provide hands-on leadership to large-deal pursuits: Guide & work hands-on with the pursuit team for technical solution design, estimation, planning, commercials, and proposal presentation
• People Leadership Development: Proven leadership towards building and groom next 2 levels of delivery leaders
• Operational Efficiency: Track & control operational parameters with attention to details
• Should carry financial knowledge on Revenue, Gross margin and Invoicing
• Strong people management skill

Mandatory Skills:

Services, Project Management, People Management

Desirable Skills

Services, Project Management, People Management, Storage, Networking, Security, GROW, CONTROL

Benefits:

• Focused on talent development with quarterly assessment cycles and company-sponsored certifications.
• Working with cutting-edge technologies.
• Engagement initiatives such as project parties, flexible work hours, Persistent Business Run.
• Private medical and dental care at Medi cover for an individual, partner and family.
• Life and accident insurance at Allianz covering an individual, partner and family Pension plans (PPK).
• Group personal accident and travel insurance!
• Work from home allowance.
• Reimbursement of expenses related to home office.
• Reimbursement of costs for purchasing glasses/contact lenses
• My Benefit Systems/Multicafateria/Multisport cards.
• Reward and recognition awards.
• Employee referral rewards

Our company fosters a values-driven and people-centric work environment that enables our employees to:

• Grow both professionally and personally.
• Change the world in powerful, positive ways, using the latest technologies.
• Work on collaborative innovation, with diversity and work-life wellbeing at the core.
• Have access to global opportunities to work and learn with the industry’s best talents.

Let’s unleash your full potential at Persistent - persistent.com/careers