Systems Architect

Senior IT Service Delivery Manager to lead large-scale managed services

engagements for global clients. The role is responsible for ensuring consistent, high-

quality service delivery, customer satisfaction, operational excellence, financial

performance, and continuous service improvement. The individual will provide

strategic leadership across multiple service lines while partnering with customer

executives to drive business outcomes and AI-led service transformation.

Key Responsibilities

Service Delivery Leadership

Drive operational excellence, service stability, and continuous service

improvement.

Lead service governance, operational reviews, and executive steering

meetings.

Customer Relationship Management

Build trusted relationships with customer leadership and key stakeholders.

Act as the primary escalation point for critical service issues and major

incidents.

Conduct Monthly Service Reviews (MSRs), Quarterly Business Reviews

(QBRs), and executive governance meetings.

Build high-performing teams through coaching, mentoring, and succession

planning.

Drive workforce planning, capability development, and employee

engagement.

Transition & Transformation

Lead service transitions from project to operations and manage knowledge

transfer activities.

Proven leadership in managing global delivery teams across multiple

locations.

AI-Led Delivery & Transformation

Lead the delivery of AI-enabled programs, including AI Scaffolding, AI-

assisted development, and intelligent automation initiatives.

Define the AI adoption strategy and roadmap for projects, ensuring alignment

with customer objectives and business outcomes.

Collaborate with Enterprise Architects, AI CoE, Product Owners, and

Engineering teams to integrate AI into delivery processes.

Evaluate emerging AI technologies and recommend their adoption to improve

delivery efficiency and customer value.

Drive continuous improvement by identifying new AI use cases across

development, testing, operations, support, and project management.

Present AI adoption progress, business benefits, and transformation

outcomes during customer governance and executive reviews.

Ensure AI initiatives deliver measurable improvements in productivity, quality,

cost optimization, and customer satisfaction while maintaining delivery