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 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.
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.
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.
About Thoughtworks
Thoughtworks is a global technology consultancy that integrates strategy, design and engineering to drive digital innovation. For 30+ years, our clients have trusted our autonomous teams to build solutions that look past the obvious. Here, computer science grads come together with seasoned technologists, self-taught developers, midlife career changers and more to learn from and challenge each other. Career journeys flourish with the strength of our cultivation culture, which has won numerous awards around the world.
Join Thoughtworks and thrive. Together, our extra curiosity, innovation, passion and dedication overcomes ordinary.
0 applies
1 views
Other Jobs from Thoughtworks
Systems Support Engineer
Senior Systems Support Engineer
Senior Consultant - System Support Engineer
Full Stack Developer
Full Stack Developer
There are more than 50,000 engineering jobs:
Subscribe to membership and unlock all jobs
Engineering Jobs
60,000+ jobs from 4,500+ well-funded companies
Updated Daily
New jobs are added every day as companies post them
Refined Search
Use filters like skill, location, etc to narrow results
Become a member
🥳🥳🥳 401 happy customers and counting...
Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.
To try it out
For active job seekers
For those who are passive looking
Cancel anytime
Frequently Asked Questions
- We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
- We've got about 70,000 jobs from 5,000 vetted companies. No fake or sleazy jobs here!
- We aggregate jobs from 5,000+ companies' career pages, so you can be sure that you're getting the most up-to-date and relevant jobs.
- We're the only job board *for* software engineers, *by* software engineers… in case you needed a reminder! We add thousands of new jobs daily and offer powerful search filters just for you. 🛠️
- Every single hour! We add 2,000-3,000 new jobs daily, so you'll always have fresh opportunities. 🚀
- Typically, job searches take 3-6 months. EchoJobs helps you spend more time applying and less time hunting. 🎯
- Check daily! We're always updating with new jobs. Set up job alerts for even quicker access. 📅
What Fellow Engineers Say