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Service Delivery Manager

Industry Other
Category NGO/INGO/Social/Develop.Projects
Location Lalitpur District, Nepal
Salary Not Disclosed
Expiry date Sep 20, 2026 (6 days left)

Job Description

Position Summary

Genese Solutions is seeking an experienced Service Delivery Manager responsible for ensuring successful delivery and an excellent customer experience across multiple customer engagements. The role acts as the bridge between customers, delivery teams, engineering, sales, and leadership to ensure projects remain on track, risks are identified early, and issues are resolved proactively. Rather than managing individual project tasks, the focus is on delivery health, customer

satisfaction, communication, coordination, and operational excellence across multiple concurrent projects.

Key Responsibilities

Client Engagement & Relationship Management

Serve as the primary point of contact for senior customer stakeholders and internal team throughout project delivery.
Conduct regular strategic check-ins, reviews, and feedback sessions
Ensure customer expectations are clearly understood, managed, and aligned throughout the engagement.
Monitor overall delivery health and customer satisfaction.

Strategic Resource & Capacity Planning

Oversee resourcing strategy across multiple teams or workstreams
Collaborate with engineering leads to optimize talent allocation and performance
Identify skill gaps, succession needs, and resourcing risks; recommend and drive solutions Technical Oversight & Delivery Support
Maintain a high-level understanding of architecture, tech stacks, and delivery frameworks (Agile, DevOps, CI/CD, etc).
Participate in delivery discussions to bridge business needs with technical implementation
Translate technical blockers or risks into actionable insights and stakeholder Communication Cross-functional Coordination
Coordinate between customers, engineering teams, cloud consultants, sales teams, and leadership.
Facilitate discussions to clarify requirements, remove blockers, and improve collaboration.
Ensure customer feedback is communicated internally and appropriate actions are taken.

KPI & Performance Management

Define and manage customer-aligned success metrics (e.g., velocity, utilization, delivery timelines, SLA compliance
Own the creation of performance dashboards and monthly/quarterly reporting
Use data to guide strategic decisions and continuous service improvement Engagement Planning & Growth Enablement
Align with customer roadmaps and business priorities to ensure Genese’s delivery scales accordingly
Lead quarterly and annual planning cycles for staffing, capability needs, and account development
Identify upsell or cross-sell opportunities in collaboration with account management and solution teams

Governance, Compliance & Best Practices

Establish playbooks, onboarding frameworks, and communication standards across engagements
Promote adherence to compliance, documentation, and professionalism expectations
Act as a role model for delivery excellence and operational maturity.

Our Commitments

We believe that diversity drives innovation. At Genese Solution, we are dedicated to creating a work environment where everyone, regardless of race, gender identity, age, religion, disability, or background, feels respected and included.

Skills: communication,it,engagements,customer satisfaction,customer

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