Job Title: Senior Service Delivery Manager (SDM)

Reports to: Chief Technology Officer

Location: Nepal | Remote | Hybrid

Shift: US Eastern Time Zone from Monday to Friday

Position Overview

We are seeking an experienced and strategic Senior Service Delivery Manager (SDM) to lead and optimize the delivery of engineering services for one or more enterprise customers. This is a business and technology-facing role that requires strong client engagement, operational leadership, and the ability to navigate complex technical delivery landscapes.

As the Senior SDM, you will be responsible for maintaining and growing trusted customer relationships, ensuring engineering teams deliver consistently, and aligning Genese’s capabilities with customer business goals. You’ll collaborate closely with technical leads, delivery managers, and customer stakeholders to ensure a seamless, high-impact engagement experience.

Roles and Responsibilities

Client Engagement & Relationship Management

• Serve as the primary point of contact for senior customer stakeholders and internal leadership

• Conduct regular strategic check-ins, reviews, and feedback sessions

• Drive customer satisfaction and trust through proactive issue management and value demonstration

Strategic Resource & Capacity Planning

• Oversee resourcing strategy across multiple teams or workstreams

• Collaborate with engineering leads to optimize talent allocation and performance

• Identify skill gaps, succession needs, and resourcing risks; recommend and drive solutions

 Technical Oversight & Delivery Support

• Maintain 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 implementation

• Translate technical blockers or risks into actionable insights and stakeholder communication

KPI & Performance Management

• Define and manage customer-aligned success metrics (e.g., velocity, utilization, delivery timelines, SLA compliance)

• Own the creation of performance dashboards and monthly/quarterly reporting

• Use data to guide strategic decisions and continuous service improvement

Engagement Planning & Growth Enablement

• Align with customer roadmaps and business priorities to ensure Genese’s delivery scales accordingly

• Lead quarterly and annual planning cycles for staffing, capability needs, and account development

• Identify upsell or cross-sell opportunities in collaboration with account management and solution teams

Governance, Compliance & Best Practices

• Establish playbooks, onboarding frameworks, and communication standards across engagements

• Promote adherence to compliance, documentation, and professionalism expectations

Act as a role model for delivery excellence and operational maturity

Skills and Qualifications

Essential Qualifications

• 7+ years of experience in service delivery, client engagement, or program management roles within a technology services environment

• Proven experience managing technical delivery teams, ideally in cloud, DevOps, or software engineering contexts

• Strong stakeholder management and executive communication skills, with the ability to influence across technical and business teams

• Proficiency in Agile/Scrum methodologies, SDLC, and software delivery metrics

• Ability to interpret and act on delivery KPIs — including velocity, utilization, and SLA adherence

• Experience leading multi-disciplinary teams and managing resourcing strategies across multiple projects or accounts

Technical Fluency

• Solid understanding of cloud platforms (AWS preferred), APIs, infrastructure-as-code, and DevOps tooling

• Familiarity with delivery tools and platforms: Jira, Confluence, ServiceNow, BI dashboards

• Able to engage in architectural or engineering conversations and translate them into business context

Soft Skills

• Strategic thinker with strong business acumen and a customer-first mindset

• Highly organized, proactive, and outcome-driven

• Strong problem-solving and analytical abilities

• High emotional intelligence and the ability to build trust across cultures and teams

Preferred Qualifications

• • Experience working with customers in regulated sectors (banking, finance, healthcare, government)

  • Relevant certifications such as:
    • ITIL Foundation/Practitioner

    • Certified Scrum Master (CSM/PSM)

    • AWS Certified Cloud Practitioner or other cloud certs

  • Bachelor’s degree in Computer Science, Engineering, Business, or related field (Master’s a plus)

What We Offer

• Work in a multinational company operating in the Cloud & ICT domain,  based out of the UK and operating in Australia, India, Nepal, Pakistan, and Bangladesh
• Best in class open, progressive, professional, and  equal opportunity work environment
• Closely knit and supportive team members and a culture where your contributions, opinions, and diversity is welcome, respected, & encouraged 
• Exposure to multi-disciplinary skill areas (including team management & leadership)  in a vibrant start-up ecosystem with deep work involving world-class leaders like Amazon, Microsoft, Google, Alibaba, DigitalOcean, and Facebook 
• Opportunity to travel regionally (as part of assignment/ training and development or delivery ) in Nepal, India, Pakistan, Bangladesh, or Srilanka

Our Commitments

We 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.

Interested candidates meeting the above criteria are requested to send their CV and cover letter to hr@genesesolution.com clearly mentioning the position you are applying for in the subject.

NOTE: Only shortlisted candidates will be contacted for further selection process. 

1. Only shortlisted candidates will be contacted for further selection process. 

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