KGiSL Hiring! Full Time Program Service Delivery Manager in Federal Territory - Ricebowl

Job Description — Program Service Delivery Manager

Role Summary

The Program Service Delivery Manager provides end-to-end service performance governance across multiple workstreams/towers, ensuring consistent execution against SLAs/XLAs/OLAs, proactive risk/issue management, and strong cross-functional coordination. The role drives operational discipline, escalation handling, and integrated reporting across all towers to ensure outcomes are met

Key Responsibilities

Service Performance & SLA Governance

• Own the integrated service performance framework across towers/workstreams (KPIs, SLAs/XLAs, service reviews, scorecards).
• Track SLA adherence, trends, and systemic failure points; drive corrective actions and service improvement plans.

Cross-Tower Coordination & Issue Resolution

• Lead cross-tower triage for major incidents, chronic problems, and delivery blockers; coordinate dependencies and restore service quickly.
• Run program-level escalation paths and decisioning forums; ensure swift closure of cross-stream issues and bottlenecks.

Governance, Reporting & Stakeholder Management

• Establish and run the program governance cadence (daily ops, weekly service review, monthly exec steering inputs).
• Own consolidated reporting: SLA dashboards, RAID logs, service health, and executive summaries.
• Serve as the primary operational counterpart to the client/service owner(s), SI leadership, and tower leads.

Continuous Improvement

• Drive root cause analysis (RCA), problem management, and service improvement initiatives across towers.
• Standardize service management processes and ensure consistent adherence across all workstreams.

Key Deliverables / Outcomes

• Program-wide SLA/OLA/XLA performance reporting and corrective action tracking
• Cross-tower RAID log governance and escalation closure
• Weekly/monthly service governance packs and exec-ready insights
• Service improvement roadmap and benefits realization (e.g., stability, cycle-time reduction)

Skills & Experience (Typical / Recommended)

• 10+ years in service delivery / operations leadership across complex environments (multi-tower, multi-vendor).
• Strong command of SLA frameworks, governance operating models, RAID discipline, and executive reporting.
• Excellent stakeholder management, calm escalation handling, and negotiation skills.