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About the Role
Lead Service Delivery Managers (SDMs) at Thoughtworks are responsible for enabling and optimizing application and infrastructure managed services for clients, focusing on progressive evolution to maximize business value and ensure sustainable returns on digital assets. They ensure delivery teams have the necessary resources, anticipate client needs, and maintain proactive communication with stakeholders.
Responsibilities
- Manage delivery of managed services in line with contract expectations and foster mature client and internal stakeholder relationships.
- Share service delivery expertise and contribute to practice improvement within DAMO.
- Build client partnerships to anticipate needs and plan with internal support teams.
- Track key service delivery metrics and initiate corrective actions to achieve SLAs.
- Ensure appropriate resource focus and effective collaboration during high-impact incidents, keeping stakeholders informed.
- Ensure accurate and timely customer invoices and reports.
- Ensure Thoughtworks personnel have necessary tools and facilitate remediation.
- Ensure technical teams understand contract requirements and monitor for compliance.
- Identify, record, communicate risks, and establish mitigation or acceptance plans.
Requirements
- Experience in managed services delivery, particularly in technology and IT services.
- Experience with service level agreements, incident management, estimation, capacity planning, proposal building, contract negotiation, and managing contract financials.
- Skilled at working with client stakeholders, company leadership, and operational technical staff.
- Strong experience with ITIL and ITSM tools and methodologies, applied on client engagements.
- Strong problem-solving and time management skills.
- Ability to make decisions under pressure.
- Experience in synthesizing complex information and formulating action plans.
- Ability to analyze data to draw meaningful inferences.
- Resilient in ambiguous situations and adaptable to challenges.
- Skilled at managing risks and conflicts.
- Strong listening skills and ability to ask clarifying questions.
- Leadership capability to drive results through influence.
- Comfortable working autonomously while valuing empowered teams.
- Proactive in addressing performance improvements and recognizing positive performance.
- Adept at cultivating strong partnerships and building relationships.
Skills
- Managed services delivery
- Technology and IT services
- Service level agreements (SLAs)
- Incident management
- Estimation
- Capacity planning
- Proposal building
- Contract negotiation
- Contract financials management
- Client stakeholder management
- Leadership
- ITIL
- ITSM tools and methodologies
- Problem-solving
- Time management
- Decision making
- Information synthesis
- Action planning
- Data analysis
- Risk management
- Conflict management
- Communication
- Relationship building
Location
- Remote
Work Type
- Managed services
- Full-time
Experience Level
- Lead
Benefits
- Numerous development programs
- Interactive tools for career development
About the Company
- Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues revolutionizing tech.
- As a leading technology consultancy, we push boundaries through purposeful and impactful work.
- For over 30 years, we have delivered extraordinary impact by helping clients solve complex business problems with technology.
- Thoughtworks DAMO managed services empower businesses through intelligent, automated digital operations solutions from infrastructure to application layers.
- 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.