Service Delivery Manager

Role Overview

The Service Delivery Manager (SDM) owns end-to-end service delivery, operational excellence, and client satisfaction across a complex application and platform landscape. This role is responsible for SLA performance, governance, financial management, risk mitigation, and continuous improvement for business-critical enterprise and engineering R&D systems.

Responsibilities

• Own end-to-end ADM delivery for PLM (3DEXPERIENCE), MES, and regulated compliance applications.
• Ensure SLA/KPI compliance and service quality across L1/L2/L3 support operations.
• Lead ITIL-aligned incident, problem, and change management to improve stability and reduce defects.
• Oversee PLM–MES–ERP integration stability, enhancements, fixes, and release deployments.
• Ensure audit readiness and regulatory compliance, including GxP, SOX, ISO, and adherence to validation/quality standards.
• Act as the single point of contact for ADM service governance, client engagement, and stakeholder management.
• Drive governance cadence, financial tracking, automation, productivity improvements, and continuous service optimization.

Requirements

• 12+ years of enterprise application delivery experience, including 5+ years in Service Delivery or Delivery Manager roles.
• Strong hands-on experience delivering PLM/MES ADM/AMS in regulated environments.
• Deep knowledge of PLM platforms: Dassault ENOVIA/3DEXPERIENCE, and familiarity with Teamcenter and/or Windchill.
• Solid understanding of PLM–MES–ERP integrations and enterprise application landscapes.
• Experience with ITIL processes and delivery governance; ServiceNow/Jira.
• Ability to lead global onshore–offshore teams with strong client-facing communication and escalation skills.

Nice-to-Haves

• Exposure to technologies such as Veeva, Boomi, Java full stack, Python, .NET, Databricks, Power BI.
• ITIL Foundation/Intermediate certification.
• Any PLM/MES platform certification.
• Bachelor’s degree in engineering/CS or equivalent.