InfoCepts - Service Delivery Lead

• Description:

• Position: Service Delivery Lead
• Location: Nagpur / Pune / Chennai / Bangalore
• Employment Type: Full-Time (FTE)

Role Overview

We are seeking an experienced Service Delivery Lead to manage and drive the successful delivery of Data Operations (Managed Services), Data Engineering & Analytics (DE&A), and AI projects. This role serves as the primary Single Point of Contact (SPOC) for client engagements and is responsible for ensuring high-quality delivery, operational excellence, and strong client relationships.

The Service Delivery Lead will work closely with clients, internal delivery teams, Centers of Excellence (CoEs), and leadership to ensure adherence to SLAs, KPIs, and compliance standards while continuously improving service delivery and driving account growth.

Key Responsibilities

Delivery Management

• Own end-to-end delivery of Data Operations, Data Engineering, Analytics, and AI projects
• Ensure adherence to SLAs, KPIs, quality standards, and compliance requirements
• Drive operational excellence and continuous improvement across delivery processes
• Manage delivery risks, dependencies, and issue resolution proactively

Stakeholder & Client Management

• Act as the primary liaison (SPOC) between clients and internal teams
• Manage client expectations, handle escalations, and ensure high levels of customer satisfaction
• Build and maintain strong, long-term client relationships through effective communication and trust

Continuous Improvement & Optimization

• Identify inefficiencies and gaps across L1 operations, data engineering, analytics, and QA
• Drive initiatives for process optimization, automation, and best practice adoption
• Leverage modern data platforms and tools to improve delivery efficiency and reliability

Account Farming & Growth

• Partner with clients to understand their business priorities and roadmap
• Collaborate with internal CoEs and SPOCs to identify opportunities for pitching solutions and offerings
• Support account expansion and revenue growth through consultative engagement

Team Leadership

• Lead onshore and offshore delivery teams, ensuring effective collaboration and productivity
• Mentor and coach team members to build high-performing teams
• Foster a culture of accountability, ownership, and innovation

Governance & Reporting

• Conduct regular governance and review meetings with client stakeholders
• Prepare and present delivery dashboards, risk and mitigation plans, and compliance reports
• Ensure transparency and alignment across delivery and stakeholder expectations

Required Skills & Qualifications

• Strong experience in service delivery management for data, analytics, and AI projects
• Solid understanding of Data Operations, Data Engineering, Analytics, and AI platforms
• Proven ability to manage SLAs, KPIs, governance, and compliance
• Excellent client-facing, communication, and stakeholder management skills
• Experience leading distributed onsite and offshore teams
• Strong problem-solving, escalation management, and decision-making capabilities

Preferred Qualifications

• Experience working with cloud data platforms (AWS, Azure, GCP)
• Exposure to managed services and support operations models
• Prior experience in account management or account farming roles
• Relevant certifications in Project Management, ITIL, Agile, or Cloud