S&C Global Network - AI - Managed Services - Service Delivery Manager

Job Title - Data Eng, Mgmt. & Governance – Manager – S&C Global Network

Management Level: 7

Location: Pune/Hyderabad

Must have skills: Good to have skills: Job Summary: AI Managed Services undertakes Managed Services for variety of AI/ML implementations on all key cloud environments. These include multiple key Data Engineering tools such as Databricks, Spark, Snowflake and other key cloud services. Machine Learning workloads are built on key ML tools such as Sagemaker, VertexAI, MLflow etc. As a Data Eng, Mgmt. & Governance – Manager, one understands the importance of sound analytical decision-making, relationship of tasks to the overall project, and executes projects in the context of a business performance improvement initiative. This includes effective and efficient delivery of services or products to clients, ensuring they meet service level agreements (SLAs) and customer expectations.

WHAT’S IN IT FOR YOU?

• An opportunity to work on high-visibility projects with top clients around the globe.
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities.
• Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization.

Roles & Responsibilities:

• Provide specialist support to Programs and be responsible for executing allocated project tasks as per agreed Service Level Agreements (SLAs), quality standards and timeframes.
• Coordinate resources as per the project needs, reporting, maintaining project documentation, and project schedules, assisting with making updates to project and/or program status reports.
• Conduct regular project status meetings with business and keep track of all open issues and key initiatives as part of service delivery.
• Stakeholder management, guiding & training them in adhering to ITIL framework and Project Management best practices.
• Act as first level escalation point for business/clients and other teams for any work related to Managed Services
• Lead the offshore support team on day-to-day basis, provide guidance in case of questions/concerns by the team
• Contribute to sales process/RFP submission; conduct support workshops for key prospective clients and help in business development of AI Managed Services.
• Implement continuous service improvement strategies to achieve high availability and stability targets resulting in higher and continued adoption of product/services by clients.
• Drive automation initiatives with a goal to reduce total cost of operations and improve service delivery quality
• Drive innovation and suggest application/product enhancements/replacements to create value for clients
• Be the techno-functional expert to mediate with business, Clients IT teams and Accenture service support team
• In case of major incidents, pool in right participants for quick and effective resolution. Handle the major incident resolution bridge calls and provide seamless communication to all the stakeholders.
• Drive knowledge management for client account services
• Works with business on regular basis and ensure implemented systems/applications are delivering expected results for business.
• Works with business/clients on potential improvement opportunities, new initiatives.

Professional & Technical Skills:

• Proven experience (5+ years) in working as per the above job description is required.
• Hands on experience in any of the coding languages – Java/Python/R.
• Hands on experience in any of the db tools – MySQL/Oracle/MongoDB.
• Experience in managing Data and AI Projects. Exposure to GenAI Applications and Agentic Implementations is an added advantage.
• Proficiency in AWS/GCP/Azure Cloud Services.
• Experience in UI/PowerBI support is added advantage.
• Sound understanding and experience in implementing ITIL processes. Certification in PMP or Princ2 or ITIL is preferred.
• Ability to solve complex business problems and deliver client delight.
• Strong writing skills to build points of view…