Our challengeWe are seeking a highly experienced Onshore Service Delivery Manager with 12-15 years of proven expertise in IT service delivery and stakeholder engagement. In this senior role, you will ensure seamless execution of service commitments, foster operational excellence, and drive client satisfaction across large, complex accounts. As the primary point of contact, you will lead stakeholder management efforts, build trusted relationships across organizational levels, and champion cross-functional collaboration to support strategic business objectives.
Additional Information*
The base salary for this position will vary based on geography and other factors. In accordance with law, the base salary for this role if filled within Piscataway, NJ is $150k - $160k/year & benefits (see below).
The RoleResponsibilities:- Service Delivery & Operations:
Direct end-to-end delivery of contracted services across multiple business units, ensuring outstanding performance against SLAs, KPIs, and client expectations. Proactively monitor metrics, lead problem resolution, and drive continuous service quality improvement. - Stakeholder Management:
Proactively engage and influence senior client stakeholders, internal leaders, and cross-functional teams to understand business priorities, manage expectations, and facilitate effective collaboration. - Operational Excellence:
Lead large-scale, cross-functional initiatives to optimize service delivery processes, implement best practices, and achieve operational efficiencies. - Escalation & Issue Management:
Manage complex service escalations and issues, ensuring swift resolution and clear, timely communication with all relevant parties. - Governance & Reporting:
Oversee regular service reviews, prepare executive-level reports, and ensure strict compliance with contractual and regulatory requirements. - Strategic Planning & Support:
Contribute to account strategy and planning, identify opportunities for service enhancement, and support proposal preparation, renewals, and transformation projects. - Change & Transition Management:
Lead clients and teams through service transitions, process changes, and digital transformation initiatives, ensuring high adoption and minimal disruption. - Team Leadership:
Lead, mentor, and develop high-performing service delivery teams, fostering a culture of operational excellence and collaboration.
Requirements:- Bachelor's or Master's degree in Business Management, Information Technology, or a related field.
- 12-15 years of progressive experience in IT service delivery management, stakeholder management, or related roles.
- Extensive experience in P&C domain
- Demonstrated success overseeing complex IT services for enterprise clients and managing senior stakeholder relationships at various organizational levels.
- Extensive experience delivering multifaceted services and projects, maintaining high quality and compliance standards.
- Mastery of ITIL practices, SLA management, and operational risk/compliance.
- Strong organizational, analytical, and problem-solving skills.
- Outstanding communication, negotiation, and executive presentation skills.
- Proven leadership skills with experience directing and developing large, multi-disciplinary teams.
- Proficiency in service management systems, executive reporting, and governance tools.
- ITIL, PMP, or similar service management certifications.
- Experience in digital transformation, consulting, or technology-enabled service environments.
- Knowledge of cloud, automation, or emerging technology trends in service delivery.
- Experience with global delivery models and multi-location operations.
- Understanding of contract management and financial oversight.
Preferred, but not required:- Exceptional stakeholder management and relationship-building abilities.
- Strong strategic thinking and operational discipline.
- Leadership with a solution-oriented, continuous improvement mindset.
- Resilience and adaptability in dynamic business environments.
We offer:- A highly competitive compensation and benefits package.
- A multinational organization with 60 offices in 20 countries and the possibility to work abroad.
- 10 days of paid annual leave (plus sick leave and national holidays).
- Maternity & paternity leave plans.
- A comprehensive insurance plan including medical, dental, vision, life insurance, and long-/short-term disability (plans vary by region).
- Retirement savings plans.
- A higher education certification policy.
- Commuter benefits (varies by region).
- Extensive training opportunities, focused on skills, substantive knowledge, and personal development.
- On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.
- Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.
- Cutting edge projects at the world's leading tier-one banks, financial institutions and insurance firms.
- A flat and approachable organization.
- A truly diverse, fun-loving, and global work culture.
