[Remote] Service Delivery Manager at Pythian

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cloud Computing, Data AnalyticsIndustries

Requirements

Ability to serve as the primary point of contact for customers, building strong relationships, understanding their needs, and translating Pythian's services into business value
Expertise in overseeing end-to-end service delivery, including developing strategies, monitoring progress, ensuring compliance with scope, schedule, and budget, and collaborating with Project Managers
Skills in resource management, including partnering with technical team managers for allocation, forecasting requirements based on client needs, and addressing constraints through stakeholder collaboration
Proficiency in monitoring key performance indicators (KPIs), service level agreements (SLAs), financial management (budget and margin optimization), and implementing continuous improvement processes
Experience in cross-functional team leadership, coordinating with technical teams across practices to ensure high-quality service delivery aligned with client requirements and SLAs
Capability to define and monitor KPIs and SLAs, identify improvement areas, implement process enhancements, and ensure service quality and performance standards
Knowledge of financial management, including developing and managing budgets for service delivery operations and ensuring customer margin optimization
Competence in risk management, identifying potential risks and issues, developing mitigation strategies, handling escalations, and resolving critical issues while informing stakeholders
Strong documentation and reporting skills, maintaining comprehensive records of processes, procedures, and interactions, and generating regular reports on performance, satisfaction, margin, productivity, KPIs, and metrics
Ability to foster a culture of continuous improvement within the service delivery team
Experience working with Account Managers to expand into customer environments for account growth

Responsibilities

Customer Relationship Management: Serve as the primary point of contact for customers, build strong relationships, understand needs, translate services into business value, and conduct Quarterly Business Reviews
Service Delivery Oversight: Oversee end-to-end service delivery process, develop strategies, monitor progress, ensure compliance with scope, schedule, and budget, and collaborate with Project Managers
Resource Management: Partner with technical team managers for resource allocation, forecast requirements based on client needs, and address constraints through stakeholder collaboration
Quality & Performance Management: Monitor KPIs and SLAs, ensure financial management (budget and margin optimization), and implement continuous improvement processes
Cross-functional Team Leadership: Coordinate with technical teams across practices to ensure delivery of high-quality services aligned with client requirements and SLAs
Service Quality Assurance: Define and monitor KPIs and SLAs, ensure quality and performance standards, identify improvement areas, and implement process enhancements
Financial Management: Develop and manage budgets for service delivery operations and ensure customer margin optimization
Risk Management: Identify risks and issues, develop mitigation strategies, handle escalations and critical issues, and ensure stakeholder communication
Documentation and Reporting: Maintain documentation of service processes, procedures, and customer interactions; generate regular reports on service performance, customer satisfaction, margin, team productivity, KPIs, and metrics
Continuous Improvement: Foster a culture of continuous improvement within the service delivery team
Customer Account Growth: Work with Account Managers and internally to expand into the customer’s environment

Skills

Customer Relationship Management

Service Delivery

Quarterly Business Reviews

AWS

Google Cloud

Oracle

Snowflake

SAP

Pythian

Cloud migration and data management services

About Pythian

Pythian assists businesses in managing and optimizing their data and IT infrastructure through services like cloud migration, managed services, and advanced analytics. They help companies transfer their data to cloud platforms such as Google Cloud, AWS, and Microsoft Azure, while providing ongoing support for smooth operations. Pythian differentiates itself by offering specialized services in machine learning and data science, enabling businesses to turn their data into valuable insights. Their goal is to empower organizations to leverage cloud computing and advanced analytics to improve operations and drive growth.

Ottawa, CanadaHeadquarters

1997Year Founded

$20.4MTotal Funding

EARLY_VCCompany Stage

Consulting, Enterprise Software, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Remote Work Options

Flexible Work Hours

Paid Vacation

Paid Sick Leave

Wellness Program

Professional Development Budget

401(k) Company Match

Risks

Emerging cloud providers offering lower-cost services increase competition.

Rapid AI advancements may outpace Pythian's current capabilities.

Economic downturns in key industries could reduce IT service spending.

Differentiation

Pythian offers specialized services in machine learning and AI for data insights.

Their EDP QuickStart provides rapid deployment of enterprise data platforms.

Pythian's global presence with experts in 22 countries enhances their service delivery.

Upsides

Growing demand for cloud migration boosts Pythian's service offerings.

Expansion in database management market offers growth opportunities for Pythian.

Increased focus on cybersecurity drives demand for Pythian's Adminiscope.

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