Service Delivery Manager

Job Description

Service Delivery Manager

Experience: - 10+ Years

Location: - Dallas, TX 5 days/Week

What is in it for you?

Service Delivery Manager is responsible for leading EDI migration, Azure modernization, managed services delivery, governance, and AI-assisted engineering transformation while ensuring operational excellence, compliance, and successful program execution.

Responsibilities: -

• Lead and coordinate EDI Migration, L2/L3 Support, and Azure Modernization workstreams to ensure successful program delivery.
• Develop integrated program plans covering migration, support, cloud transition, dependencies, milestones, and risk mitigation strategies.
• Plan and execute cutover activities from TrustedLink to IBM Sterling B2B Integrator and subsequently transition EDI workloads to Azure.
• Ensure smooth handover of applications, infrastructure, operational processes, and documentation to cloud operations teams.
• Review, enhance, and standardize SOPs across migration, support, and cloud transition initiatives.
• Establish governance frameworks, escalation models, decision-making processes, KPIs, SLAs, and reporting standards.
• Create executive dashboards, delivery reports, transition readiness reports, and operational performance metrics.
• Manage composite teams comprising employees, vendors, development, QA, support, and cloud engineering resources.
• Provide consolidated status updates and executive communication to leadership and client stakeholders.
• Track program financials, manage SOW commitments, handle scope management, and oversee invoicing approvals.
• Maintain risk registers, manage program risks, and implement contingency plans for migration and cloud transition activities.
• Ensure HIPAA compliance, data security requirements, encryption controls, and audit readiness throughout migration and cloud onboarding.
• Guide adoption of agentic IDEs and AI-assisted development practices across modernization initiatives.
• Define architectural standards, AI governance controls, guardrails, review processes, and quality validation practices for AI-generated code.
• Establish review practices and quality checks for AI-generated code and AI-assisted SDLC processes.
• Mentor teams on balancing AI autonomy, maintainability, correctness, compliance, and engineering standards.
• Integrate AI-assisted and agentic development workflows into CI/CD and delivery pipelines.
• Design architectures that support AI-augmented software engineering and modernization programs.

Educational Qualifications: -

• Engineering Degree BE/ME/BTech/MTech/BSc/MSc.
• Technical certification in multiple technologies is desirable.

Skills: -

Mandatory skills

• 10+ years of IT Program Management, Project Management, or Service Delivery Management experience managing large-scale multi-stream delivery programs.
• Proven experience leading EDI migration initiatives involving IBM Sterling B2B Integrator, TrustedLink, X12, EDIFACT, and enterprise integration platforms.
• Strong expertise in ServiceNow including Incident Management, Problem Management, SLA tracking, dashboard creation, reporting, and service governance.
• Hands-on experience managing Azure cloud migration and modernization programs with familiarity across Azure IaaS, PaaS, networking, security, and cloud operations.
• Strong experience in transition management, cutover planning, managed services delivery, operational readiness, and governance frameworks.
• Expertise in defining and implementing SOPs, governance models, KPIs, operational metrics, reporting standards, and delivery management processes.
• Experience managing cross-functional teams including development, QA, cloud engineering, support teams, and third-party vendors.
• Strong understanding of HIPAA compliance, security controls, audit requirements, and healthcare data protection standards.
• Proficiency with project management and operational tools such as ServiceNow, JIRA, and MS Project.
• Proven experience architecting and delivering systems using agentic IDEs and AI-assisted software development tools.
• Ability to define architectural intent, break features into agent-executable tasks, and govern AI autonomy through guardrails, permissions, reviews, and compliance controls.
• Experience supervising AI agents across multi-service systems, legacy modernization programs, and large-scale codebases.
• Strong understanding of AI-assisted SDLC operating models, compliance, auditability, traceability, and security implications of autonomous code execution.
• Experience integrating AI-assisted development and agentic workflows into CI/CD pipelines and software delivery processes.
• Strong stakeholder management, communication, leadership, negotiation, and problem-solving skills..

Good to Have Skills

• PMP Certification.
• ITIL Foundation Certification.
• Azure Fundamentals Certification.
• Experience in US Healthcare EDI environments and HIPAA-regulated organizations.
• Experience with AI governance frameworks and enterprise AI adoption programs.
• Exposure to large-scale application modernization and cloud transformation initiatives.
• Experience with autonomous coding agents, AI coding assistants, and AI-driven engineering productivity tools.
• Knowledge of cloud cost optimization, FinOps, and operational excellence practices.