Service Delivery Manager

About the role

Genese Solutions is looking for an experienced Service Delivery Manager to ensure successful delivery and an excellent customer experience across multiple engagements. The role acts as the bridge between customers, delivery teams, engineering, sales, and leadership, focusing on delivery health, customer satisfaction, communication, coordination, and operational excellence.

Key responsibilities

• Serve as the primary point of contact for senior customer stakeholders and internal teams throughout project delivery.
• Conduct regular strategic check‑ins, reviews, and feedback sessions to align expectations.
• Monitor overall delivery health, customer satisfaction, and proactively resolve risks and issues.
• Oversee resourcing strategy across teams, collaborate with engineering leads, and address skill gaps.
• Maintain a high‑level understanding of architecture, tech stacks, and delivery frameworks (Agile, DevOps, CI/CD).
• Translate technical blockers into actionable insights for stakeholders.
• Coordinate between customers, engineering, cloud consultants, sales, and leadership to clarify requirements and remove blockers.
• Define and manage success metrics, create performance dashboards, and use data for continuous improvement.
• Lead quarterly and annual planning for staffing, capability needs, and account development.
• Establish playbooks, onboarding frameworks, and promote compliance and delivery excellence.

Required profile

• Proven experience as a Service Delivery Manager or similar role.
• Strong stakeholder management and communication skills.
• Ability to oversee multiple concurrent projects and drive operational excellence.
• Experience in strategic resource and capacity planning.
• Track record of using data to guide decisions and improve service delivery.

Required skills

• Agile delivery frameworks
• DevOps practices
• CI/CD pipelines