Service Delivery - Project Manager Job in Umbrella Infocare

Job Title: Service Delivery - Project Manager

Location: Noida, India

Experience: 12+ years

Education: Bachelor s Degree in Computer Science or related field

Job Summary

We are seeking an experienced Service Delivery Project Manager to act as a trusted advisor for our clients, managing service delivery and ensuring seamless implementation and operational excellence throughout the project lifecycle. You will collaborate closely with internal teams and customers, providing visibility, managing escalations, and driving strategic initiatives aligned with customer goals and SLAs.

Key Responsibilities

• Establish and maintain trusted client advisory relationships at the account level, providing transparency through regular service reviews and reporting.
• Coordinate closely with internal Umbrella teams to ensure smooth execution of all changes in customer environments, meeting capacity needs and SLAs.
• Serve as the primary point of contact for customer operational and tactical issue resolution.
• Drive the change management process for customer environments, ensuring uptime and successful service delivery.
• Collaborate with application owners to standardize testing, upgrade, and release management processes.
• Engage directly with customer technical stakeholders to resolve issues and represent the customer s voice internally.
• Raise awareness of customer-impacting issues within the organization, advocating for prioritization and resolution.
• Lead customer meetings (onsite or virtual), ensuring effective communication and alignment.
• Provide oversight during escalations, managing prioritization and customer communication during critical events.
• Be available outside business hours to coordinate urgent issue resolution as necessary.
• Work alongside Service Delivery Managers (SDMs) and customers to support strategic initiatives and account visibility.

Qualifications & Experience

• 18+ years in Managed Service Operations with strong experience in design, implementation, consulting, infrastructure, and/or cloud service administration.
• Proven customer-facing skills with the ability to build trusted relationships and engage senior personnel on incidents, best practices, risk, and compliance.
• Strong experience in managed service delivery management and consulting for Cloud Service Providers.
• Expertise in conducting Service Level Reviews, reporting, and service management.
• Excellent communication and presentation skills, comfortable engaging audiences of varying sizes.
• Ability to multitask and deliver projects efficiently in a fast-paced environment.
• Proficient at communicating across diverse internal and external stakeholders.

Preferred Skills

• Experience with cloud service providers and consulting engagements.
• Familiarity with incident management, escalation handling, and risk mitigation.
• Strong organizational, leadership, and problem-solving skills.