Senior service delivery manager

Role Overview
We are seeking a highly experienced Engineering Manager with deep Telecom domain expertise to lead application management, operations, and delivery streams across large-scale telco environments. This role will be responsible for ensuring high system availability, operational excellence, and successful delivery of complex transformation initiatives.
The ideal candidate will bring a strong mix of technical leadership, service management, stakeholder engagement, and program delivery experience within telecom (OSS/BSS, Network IT, Digital platforms).
Key Responsibilitie
s1. Engineering & Application Managemen
t Lead and manage end-to-end application lifecycl e (design, development, deployment, maintenance)
. Oversee OSS/BSS system s, Digital platforms, and enterprise applications
. Ensure high availability, performance optimization, and reliabilit y of applications
. Drive continuous improvement initiative s (automation, monitoring, observability)
. Manage vendor-hosted and in-house applications
.
2. Operations & Service Manageme
nt Ow n 24x7 operatio ns including incident, problem, and change managemen
t. Implement and improv e ITIL-based service management practic e
s. Ensur e SLA / KPI complian ce (uptime, MTTR, incident resolution
). Lea d major incident management (MI M) and root cause analysis (RCA
). Driv e service stability, operational efficiency, and cost optimizati o
n.
3. Delivery & Program Managem
ent Lead delivery of large-scale telecom transformation progr a
ms. Mana ge multi-vendor, cross-functional delivery te a
ms. Ensure projects are deliver ed on time, within scope, and bud g
et. Impleme nt Agile / Dev Ops / hybrid delivery mod e
ls. Provide governance, risk management, and reporting to senior leadersh
ip.
4. Leadership & Team Manage
ment Lead teams acr oss engineering, operations, and support funct i
ons. Mentor senior managers, architects, and technical le
ads. Build high-performing teams with str ong ownership and accountability cul t
ure. Dr ive capability building and talent develop m
ent.
5. Stakeholder & Vendor Manag
ement Engage with Cx Os, business leaders, and telecom cust o
mers. Manage and go vern system integrators, OEMs, and ve n
dors. Ensure alignment bet ween business priorities and technology exec u
tion. D rive commercial discussions, contracts, and
SLAs.
Required Skills & Expe
rience Domain Expe
rience Strong experien ce in Telecom Industry (mand a
tory): OSS/BSS s
ystems Operations, Support and customer Manag
ement.
Technical Ex
pertise Application architecture and suppo rt for large-scale enterprise
systems Knowle
dge of: Microservices, APIs, integration fra
meworks Understand
ing of: Dev Ops pipelines
(CI/CD)Automation fra
meworks ITSM tools (Service Now,
Remedy)
Management &
Delivery Proven experience m
anaging: Multi country application deployment and op
rong in: Agile / SAFe / Waterfall metho
dologies Financial and budget ma
nagement Risk and governance fr
ameworks
So
ft Skil ls Strong leadership and decision-making
abilities E xcellent communication and stakeholder m
anagement Ab ility to operate in high-pressure env
ironments Strategic thinking with execut
ion focus
Qualifications & Ex
perience, 20+ year of experience, Work location
- Gurgaon Bachelor’s degree in Engineering /
Technology MBA or advanced degree
preferred
Key Success Met
rics (KPIs)Application uptime & system
reliability SLA adherence and serv
ice quality Delivery timelines and program s
uccess rate Cost optimization and operational
efficiency Stakeholder s
atisfaction