Lead Consultant, Service Delivery Manager

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.

• 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

• 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

• 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