Service Delivery Manager

What is the project, and why should you care?

Symphony Solutions is a Cloud and AI-driven IT company headquartered in the Netherlands. We are a premier software provider of custom iGaming, Healthcare, and Airline solutions. Devoted to delivering the highest quality of service, we offer our expertise in full-cycle software development, cloud engineering, data and analytics, AI services, digital marketing orchestration, and more. Since our founding in 2008, Symphony Solutions has been serving many international clients primarily in Western Europe and North America.

We are looking for a Service Delivery Manager for our Managed Teams Engagement Center. You will lead delivery on projects covering the full SDLC with full ownership and responsibility for quality and deliverables.

You will be an excellent fit for this position if you have:

• Strong experience in client and stakeholder management
• Excellent communication skills, and you can build strong relationships with individuals at various seniority levels and communicate effectively even in the most demanding situations
• You are people-oriented and understand that business will not run if the right people are not hired on time 
• Excellent organisational skills, and you can manage multiple projects simultaneously
• Strong prioritisation skills, attention to detail, and critical thinking
• Good understanding of Agile software development methodologies
• Good understanding of main technologies and practices used in software development
• You are a team player
• Sense of urgency, and you take ownership of your projects
• You are fluent in English, both written and spoken, and you have great presentation skills

Here are some of the things you’ll be working on:

Delivery excellence

• Make sure services are delivered as promised in the Statement of Work (SOW) and meet client expectations.
• Handle project changes smoothly, establishing a clear change process, managing the human impact, and continuously improving the approach.
• Develop proper framework according to the project needs.  
• Build the right team to manage key processes like DevOps, QA, and UX.
• Track performance with key metrics and regular reports to find areas for improvement.
• Make sure systems are reliable, scalable, and meet performance standards.
• Identify potential risks early and take action to handle them.
• Create and follow plans to ensure projects are executed successfully.
• Keep track of technical issues and fix them to maintain system health.
• Provide accurate resource estimates and create roadmaps to guide project progress.
• Ensure projects are properly wrapped up, with lessons learned documented for future improvements.
• Help plan budgets by providing inputs for accurate financial forecasts.
• Track revenue and profitability, and manage invoices according to company processes.

Client relationship management and business growth

• Build strong relationships with clients. Being their main contact for service-related matters. Act as a trusted advisor by aligning delivery outcomes with client goals. Understand client needs and manage their expectations clearly.
• Measure client satisfaction with regular surveys and use feedback to make improvements to ensure a high level.
• Lead proposal preparation in the pre-sales process, including organizing the pre-sale team, setting communication protocols, and coordinating teamwork. Prepare and deliver compelling proposals that align with client needs and priorities.
• Communicate clearly with clients to build strong working relationships. Collaborate with the internal team to align services with client needs and expectations. Participate in business trips as needed.
• Selecting Appropriate Contract Types. Understand various contractual models (eg, Fixed Price vs. Time-and-Material) for effective project execution.
• Collaborate with client partners and clients to find new opportunities.  to grow your client account. Communicate identified opportunities to offer clients more services and higher-value (upselling/cross-selling). Work with clients to create plans that meet their long-term goals.
• Create budget projections and manage costs effectively, in collaboration with the Client Partner. Contribute to financial planning and cost management to support business objectives.
• Prevent and address client escalations effectively to maintain satisfaction and trust. Resolve service-related issues in a timely and effective manner.

People management

• Build a great team by finding and hiring the best people. Work with Recruiting and other teams to figure out what we need in a role and help choose the right person.
• Design and implement initiatives to boost team morale and engagement. Encourage everyone to work together, support each other, and feel welcome. Work to keep our best people on the team. Ensure team building activities as needed. Ensure the team has all the necessary equipment to work effectively.  
• Help your team develop their careers and grow. Give regular feedback, find and support learning opportunities, build their leadership skills, and celebrate their successes. Make giving and receiving feedback a normal part of how the whole team learns and gets better.
• Make sure everyone knows what’s expected and how to succeed. Have regular one-on-ones to chat about progress, give helpful feedback (360), and explore growth opportunities. Work together to create personal development plans (PDPs) that map out goals and learning. Discuss progress and reinforce expectations. Effectively conduct performance review meetings as a part of the ongoing feedback and growth cycle.
• Make sure everyone’s on the same page by managing communication smoothly across all teams, internal and external.
• Facilitate conversations to help the team resolve conflicts and maintain a positive work environment.
• Compensation Management.

 Contribution to the Company

• Take part in initiatives to address key organizational goals, drive innovation, and improve our work and culture.
• Help teams navigate organizational changes while keeping business goals in mind and making sure teams’ needs are considered.
• Collaboration on Company Level and Stakeholder Management. Partner with other teams to align services with client needs and improve our services. Initiate’ participate in events and processes to enhance delivery competence (knowledge sharing, technical evaluation, setting standards, metrics, etc)