Expert Service Delivery Manager
Harris (company site, opens in a new tab)RemoteDirect career pageEst. 12–22 LPA
Posted 13h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage a rotational team supporting 100+ clients, ensuring efficient and professional service delivery across shifts.
- Own Change Management governance for the business unit, chair the Technical Review Board (TRB), and hold final closure authority for changes across all towers and shifts.
- Drive operational leadership including major incident detection, resource allocation, client communication, and continuous process improvements while reporting on key service and change metrics.
Minimum Requirements
- Experience managing teams in a 24x7 operations environment involving shift rotations supporting critical client systems.
- Strong expertise in Change Management processes with authority over change implementation, validation, and closure.
- Proven ability to chair technical review boards or equivalent governing bodies for change risk assessment and approval.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in operational leadership with a focus on incident management, cross-team coordination, and enforcing SLAs in a client-facing environment.
- Skilled in end-to-end Change Management process ownership including risk classification, rollback execution, and continuous process enhancement.
- Capable of managing and motivating employees on rotating shifts with accountability for performance feedback and resource supervision.