Senior Service Delivery Manager

Remote in Armenia,

Service Delivery Management

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We are seeking a Senior Service Delivery Manager to design and win managed services deals across AMS, infrastructure and data platform operations, and product sustain. You will shape solutions for new pursuits, size teams, build the commercial and AI business case, and defend it in front of the client. The role is built around rotation: you will regularly move into delivery, either fully for a period or on a 50/50 split, so the solutions you design are grounded in how operations actually run. An entrepreneurial mindset is essential, as you will be building the practice and its deal pipeline from an early stage.

Responsibilities

Lead the managed services solution for RFPs and proactive proposals together with the pursuit team, from requirements analysis to client orals
Clarify client requirements, drive the Q&A process, and close scope gaps before pricing starts
Design the deal: service model, target operating model, SLA/KPI framework, responsibility boundaries, and transition approach
Size the team from data: ticket volumes, priority mix, coverage hours, shift model, onsite/offshore mix, and L1-L3 role structure
Select and structure the commercial model (T&M, fixed capacity, unit-based, outcome-based) and test it against margin and SLA penalty exposure
Build the AI business case: quantify the impact of AIOps, GenAI, and automation on ticket deflection, resolution time, and SDLC productivity, and convert it into FTE, cost, and a multi-year productivity plan
Define the transition plan and transformation roadmap with phases, risks, and cost reduction commitments
Write and own key proposal sections, and present and defend the solution in client orals and internal deal reviews
Lead transitions from incumbent vendors through hypercare to steady state, delivering what was committed in the proposal
Run governance for an account or workstream: SLAs, escalations, RAID, steering committees, and margin tracking
Embed AI-native capabilities (agentic workflows, GenAI copilots, intelligent monitoring) into the operating model and tune them in production

Requirements

8+ years in Managed Services, with solid pre-sales solutioning experience and hands-on delivery exposure (transition, Build, or Run)
Track record of leading solutions for multi-tower managed services deals, including team sizing, pricing, and SLA design
Strong grasp of managed services unit economics: cost drivers, margin levers, SLA penalties, and productivity commitments
An entrepreneurial mindset: ownership of outcomes, initiative, commercial instinct, and comfort building something from an early stage
Hands-on experience with AIOps, GenAI, and automation in operations, and the ability to build a credible business case around them
Working knowledge of ITIL, SIAM, and service design, along with DevOps and monitoring at scale
Strong proposal writing and storytelling skills; confident with C-level audiences
Willingness to rotate between solutioning and delivery as business needs change
Bachelor's or Master's degree in Computer Science, Engineering, or a related field

Nice to have

ITIL v4 certification or equivalent
Familiarity with cloud platforms (Azure, AWS, or GCP) and AI certifications
Background in outcome-based or unit-based commercial models
Experience in regulated industries (banking, energy, government)