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 service level agreements are consistently achieved.
In the event of a highly impactful incident, you will work to ensure the required resources are appropriately focused and working effectively while ensuring key customer stakeholders are kept informed on a regular basis, including the performance and delivery of a post incident review.
You will ensure that all customer invoices and customer reports are accurate and consistently issued in a timely manner.
You will own contract financials and P&L outcomes, tracking budgets, preventing revenue leakage, and identifying opportunities to continuously improve contract margins.
You will ensure that Thoughtworks people have access to the tools that they need to perform their role and actively facilitate remediation where required.
You will ensure that Thoughtworks technical teams are aware of their requirements under the contract and monitor and act where required to ensure compliance.
You will ensure risks are identified, recorded, communicated and have agreed mitigation or acceptance plans.
You will lead AI efficiency initiatives, championing automated workflows, and predictive scaling to drive continuous operational efficiency.
You will commit to accommodate periodic client site travel as required.

Job qualifications

Technical Skills

You have experience in managed services delivery, particularly in technology and IT services.
You have experience with service level agreements and incident management, estimation, capacity planning, proposal building, contract negotiation and managing contract financials.
You are skilled at working with client stakeholders and company leadership teams to shape and execute initiatives, as well as with operational technical staff.
You have strong experience with ITIL and ITSM tools and methodologies, applying them on client engagements.
You have strong problem-solving and time management skills, and the ability to make decisions under pressure.
You have experience in synthesizing complex information and quickly formulating action plans.
You are able to analyze data to draw meaningful inferences, i.e.: trends or patterns, potential financial impacts, etc.
You have strong technical literacy across cloud, infrastructure, and application architecture, enabling you to converse credibly with tech leads and executives without hands-on coding.
You have experience leading AI efficiency groups or driving the implementation of AIOps and automated monitoring solutions.

Professional Skills

You are resilient in ambiguous situations and can adapt your role to approach challenges from multiple perspectives; You don’t shy away from risks or conflicts, instead you take them on and skillfully manage them.
Listening is one of your key strengths and you understand the importance of asking questions to ensure understanding.
You are a leader capable of leading with influence to drive results.
You are comfortable working autonomously while recognizing the importance of empowered teams to deliver exceptional value to customers.
You are active in working to address improvements in performance while ensuring instances of positive performance are recognized and appropriately celebrated.
Cultivating strong partnerships comes naturally to you; You understand the importance of relationship building and how it can bring new opportunities to our business.

Other things to know

Learning & Development

There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

Responsible Use of AI in Recruitment

At Thoughtworks, we use AI tools to support our recruitment team with administrative tasks such as drafting communications, scheduling interviews and writing job descriptions.

Crucially, our AI tools do not screen, assess, rank or make hiring decisions. Every application is reviewed by our team and all selection decisions are made exclusively by our interviewers and hiring managers.

We are committed to fairness and responsible AI. We actively manage our AI systems by testing, monitoring for biased outcomes and implementing mitigation measures. We hold our third-party vendors to these same high standards through a rigorous governance process. For additional information, please see our full Thoughtworks AI Policy for Recruitment.

About Thoughtworks

Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.

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See here our AI policy.

Lead Service Delivery Manager

Job Description