Senior Service Delivery Manager

We are looking for an experienced Senior Service Delivery Manager (SDM) to join the DAMO (Digital Application Management and Operations) team at Thoughtworks. In this role, you will lead the delivery and continuous improvement of Managed Services engagements across application and infrastructure operations. You will work closely with clients, engineering teams, and internal stakeholders to ensure reliable service delivery, operational excellence, and continuous evolution of digital platforms and services. This role requires strong stakeholder management, delivery governance, operational leadership, and the ability to manage complex environments with a proactive and customer-centric mindset. Job responsibilities Manage end-to-end service delivery for Managed Services engagements, ensuring alignment with SLAs and contractual commitments. Build strong partnerships with clients and internal teams to drive operational excellence and continuous improvement. Monitor service performance, incidents, risks, and operational trends, and proactively drive corrective actions. Lead and coordinate major incident management activities, ensuring timely resolution and clear stakeholder communication. Support service transition activities, including onboarding new applications, systems, and operational processes. Collaborate with technical teams to ensure operational readiness, compliance, and consistent adoption of ITSM practices and tools. Drive operational governance activities such as service reporting, service reviews, financial tracking, and stakeholder management. Identify and implement opportunities for automation, AIOps, optimization, and operational efficiency improvements. Support capacity planning, resource coordination, and operational scaling based on business and client needs. Strengthen collaboration across regional/global DAMO teams and support business growth initiatives through operational and delivery inputs. Job qualifications Technical Skills Proven experience in IT service delivery, Managed Services, or operations management. Understanding of ITIL, incident management, problem management, change management, and service management best practices. Experience managing client stakeholders, delivery governance, and operational escalations. Experience working with cross-functional engineering and support teams in complex technology environments. Strong communication, stakeholder management, and problem-solving skills. Ability to manage multiple priorities and make effective decisions in fast-paced operational environments. Experience with service transition, operational readiness, or onboarding activities is highly preferred. Familiarity with cloud platforms, DevOps, SRE, or modern operational practices is an advantage. Ability to work independently while influencing teams and driving collaboration across functions. Professional Skills You are resilient in ambiguous situations and can adapt your role to approach challenges from multiple perspectives; You don’t shy away from risks or conflicts, instead you take them on and skillfully manage them. Listening is one of your key strengths and you understand the importance of asking questions to ensure understanding. You are capable of leading with influence to drive results. You are comfortable working autonomously while recognizing the importance of empowered teams to deliver exceptional value to customers. Cultivating strong partnerships comes naturally to you; You understand the importance of relationship building and how it can bring new opportunities to our business. Other things to know About DAMO At DAMO™ Managed Services, we go beyond routine maintenance - we focus on continuous evolution to help organizations achieve extraordinary impact. Here, you’ll work on proactive improvements rather than reactive fixes. We're at the forefront of cost optimization, automation, and scalable solutions. Your expertise will play a key role in streamlining operations, boosting efficiency, and ensuring our systems grow with our clients’ needs. Join and be part of a team that thrives on curiosity, innovation, and purpose. Learning & Development There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys. Responsible Use of AI in Recruitment At Thoughtworks, we use AI tools to support our recruitment team with administrative tasks such as drafting communications, scheduling interviews and writing job descriptions. Crucially, our AI tools do not screen, assess, rank or make hiring decisions. Every application is reviewed by our team and all selection decisions are made exclusively by our interviewers and hiring managers. We are committed to fairness and responsible AI. We actively manage our AI systems by testing, monitoring for biased outcomes and implementing mitigation measures. We hold our third-party vendors to these same high standards through a rigorous governance process. For additional information, please see our full Thoughtworks AI Policy for Recruitment. About Thoughtworks Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary. #LI-Onsite #LI-Remote See here our AI policy.