Position Title -Project Manager –Service Delivery Manager - Managed Services
Location -Ahmedabad (Onsite/Hybrid)
Department -Technology Consulting & Professional Services
Reports To - Director – Professional Services
Required Skills & Experience
- 5–7 years of experience in IT Service Delivery, Managed Services, or Technical Service Delivery.
- Demonstrated experience managing end-to-end IT infrastructure, cloud, or digital transformation projects.
- Experience with MSPs, IT services companies, or professional services environments is highly preferred.
- Ability to manage multiple concurrent projects and coordinate distributed technical teams.
- Experience working with international customers and stakeholders is an advantage.
Technical Knowledge (Must-Have)
- Microsoft 365: Exchange Online, Teams, SharePoint, and OneDrive.
- Microsoft Azure: IaaS, cloud networking, backup, and disaster recovery.
- Identity & Security: Microsoft Entra ID, Intune, and Microsoft Defender.
- On-premises infrastructure: Active Directory, virtualization, and networking fundamentals.
- Power Platform and automation: basic understanding of related solutions and projects.
Important: This is a project management role, not a hands-on engineering position. Candidates must be able to understand technical requirements, coordinate engineers, identify delivery risks, and communicate project status clearly.
Project Management Skills & Tools
- Project planning, scheduling, milestone tracking, and resource coordination.
- Risk, issue, dependency, scope, budget, and change management.
- Project reporting, documentation, stakeholder communication, and escalation management.
- Familiarity with Odoo, PSA platforms, Jira, Microsoft Project, ClickUp, or similar tools.
Soft Skills
- Excellent written and verbal communication.
- Strong stakeholder management, negotiation, and conflict-resolution skills.
- Organized, detail-oriented, proactive, and accountable.
- Able to prioritize and manage multiple projects under pressure.
- Customer-focused, with strong problem-solving and decision-making abilities.
Preferred Qualifications
- PMP or PRINCE2 certification is an advantage but not mandatory.
- ITIL Foundation certification is preferred.
- Experience supporting international MSPs and clients across the US, UK, UAE, or other global markets.
Key Performance Indicators (KPIs)
- Percentage of projects delivered on time and within agreed scope and budget.
- Customer satisfaction (CSAT) and stakeholder feedback.
- Reduction in project-related escalations and recurring delivery issues.
- Adherence to project governance and change management processes.
- Quality of documentation, handovers, and project closure.
- Effective resource utilization and timely resolution of dependencies.
Ideal Candidate Profile
A structured, customer-focused IT Service Delivery Manager who can bridge technical delivery teams and international customers, manage multiple projects, communicate technical matters clearly, and take ownership of outcomes from project initiation through closure.