Service Delivery Manager

Reports to: CTO

Shift: Monday to Friday, Hybrid

Position Overview

Genese 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, customer satisfaction, communication, coordination, and operational excellence across multiple concurrent projects.

Roles and Responsibilities

Client Engagement & Relationship Management

• Serve as the primary point of contact for senior customer stakeholders and internal team throughout project delivery.
• Conduct regular strategic check-ins, reviews, and feedback sessions
• Ensure customer expectations are clearly understood, managed, and aligned throughout the engagement.
• Monitor overall delivery health and customer satisfaction.

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

Cross-functional Coordination

• Coordinate 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 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 

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: 

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

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