Service Delivery Manager (Applications and Banking Domain)

Role Summary

We are looking for a self‑motivated, well‑rounded IT professional with strong experience managing large, outsourced IT Development and Application Support (ASM) teams within the BFSI (Banking, Financial Services & Insurance) domain.

The role involves end‑to‑end ownership of delivery excellence, customer satisfaction, and financial performance (P&L), while managing multi‑vendor, multi‑geography teams in an onsite–offshore model. The candidate will be responsible for driving operational efficiency, productivity improvement, and service quality across development, transformation, and production support engagements.

Key Responsibilities

Delivery & Operations

• Lead and manage large IT Development and Production Support teams (50+ FTEs) in an onsite–offshore, outsourced delivery model.
• Own delivery excellence parameters, customer satisfaction index, and P&L responsibility for assigned engagements.
• Ensure high service quality and lead service recovery activities in case of delivery or SLA issues.
• Establish and govern operating procedures, delivery frameworks, and work allocation within the span of control.
• Drive continuous improvement through productivity improvement levers to enhance operational efficiency.

Project & Program Management

• Manage projects using Agile (Scrum/Kanban), Waterfall, and Iterative methodologies as per engagement needs.
• Effectively manage fixed‑price engagements, ensuring scope, schedule, cost, and risk are controlled.
• Oversee delivery across development, testing, transformation, and production support tracks.
• Present program status, risks, and mitigation plans to senior client and internal leadership forums.

People & Stakeholder Management

• Lead and manage multi‑ethnic, multi‑geography teams across vendors and client organizations.
• Handle people management responsibilities including onboarding, performance management, planning, and capacity allocation.
• Build strong client relationships with mid and senior‑level stakeholders through proactive communication and governance.
• Demonstrate excellent customer orientation and communication skills.

Domain & Technical Leadership

• Provide leadership across BFSI engagements, with strong exposure to:Retail BankingPaymentsChannelsWealth Management
• Demonstrate strong technical acumen based on prior hands‑on background in:DevelopmentTestingCloud‑based project delivery
• Apply ITIL processes effectively across Application Support and Managed Services engagements.
• Understand IT outsourcing engagement models and commercial constructs.

Business Development Support

• Participate in RFP / Bid processes, including due diligence, solutioning, and transition planning.
• Support engagement transitions, including transition from incumbent vendors where applicable.

Mandatory Requirements

• Experience managing 50+ FTE IT Development and Production Support teams in onsite–offshore models.
• Strong delivery management experience within BFSI, with exposure to Retail Banking and Payments.
• Bachelor's degree in computers sciences or any related discipline
• Proven experience working in multi‑vendor environments.
• Hands‑on project management experience across Agile and traditional delivery methodologies.
• Certification in Project Management practices and Agile Ways of Working.
• Strong background in Development and Testing, enabling effective technical oversight.
• Experience managing delivery in cloud technology environments.
• Demonstrated understanding and implementation of ITIL processes.
• Experience managing fixed‑price engagements with full commercial responsibility.
• Excellent communication, stakeholder management, and presentation skills.

Good to Have

• Prior experience managing transitions, including transitions from incumbent vendors.
• Deep understanding of IT outsourcing commercial and engagement models.

Non‑Technical / Soft Skills

• Strong willingness to learn new technologies and adapt to a corporate environment.
• Outstanding verbal and written communication skills (technical and non‑technical).
• Ability to communicate effectively with mid and senior client stakeholders.
• Strong negotiation, interpersonal, and conflict‑handling skills.
• Ability to present confidently in senior management forums and respond to complex queries.
• Collaborative mindset and strong team‑player attitude.