Service Delivery Manager

Position SummaryGenese Solutions is seeking an experienced Service Delivery Manager responsible for ensuring successful delivery and an excellent customer experience across multiple customer engagements. The role acts as the bridge between customers, delivery teams, engineering, sales, and leadership to ensure projects remain on track, risks are identified early, and issues are resolved proactively. Rather than managing individual project tasks, the focus is on delivery health, customersatisfaction, communication, coordination, and operational excellence across multiple concurrent projects.Key ResponsibilitiesClient Engagement & Relationship ManagementServe as the primary point of contact for senior customer stakeholders and internal team throughout project delivery.Conduct regular strategic check-ins, reviews, and feedback sessionsEnsure customer expectations are clearly understood, managed, and aligned throughout the engagement.Monitor overall delivery health and customer satisfaction.Strategic Resource & Capacity PlanningOversee resourcing strategy across multiple teams or workstreamsCollaborate with engineering leads to optimize talent allocation and performanceIdentify skill gaps, succession needs, and resourcing risks; recommend and drive solutions Technical Oversight & Delivery SupportMaintain a high-level understanding of architecture, tech stacks, and delivery frameworks (Agile, DevOps, CI/CD, etc).Participate in delivery discussions to bridge business needs with technical implementationTranslate technical blockers or risks into actionable insights and stakeholder Communication Cross-functional CoordinationCoordinate between customers, engineering teams, cloud consultants, sales teams, and leadership.Facilitate discussions to clarify requirements, remove blockers, and improve collaboration.Ensure customer feedback is communicated internally and appropriate actions are taken.KPI & Performance ManagementDefine and manage customer-aligned success metrics (e.g., velocity, utilization, delivery timelines, SLA complianceOwn the creation of performance dashboards and monthly/quarterly reportingUse data to guide strategic decisions and continuous service improvement Engagement Planning & Growth EnablementAlign with customer roadmaps and business priorities to ensure Genese’s delivery scales accordinglyLead quarterly and annual planning cycles for staffing, capability needs, and account developmentIdentify upsell or cross-sell opportunities in collaboration with account management and solution teamsGovernance, Compliance & Best PracticesEstablish playbooks, onboarding frameworks, and communication standards across engagementsPromote adherence to compliance, documentation, and professionalism expectationsAct as a role model for delivery excellence and operational maturity.Our CommitmentsWe believe that diversity drives innovation. At Genese Solution, we are dedicated to creating a work environment where everyone, regardless of race, gender identity, age, religion, disability, or background, feels respected and included.Skills: communication,it,engagements,customer satisfaction,customer