Hello eager tech expert!
The Senior Service Delivery Manager acts as the key account manager and trusted strategic partner for GBS internal functions. The role connects business stakeholders with software delivery and domain teams to ensure that services and solutions are aligned with business priorities, delivered reliably, and continuously improved.
This leader enables delivery teams with the right strategy, direction, governance, and organisational support. They serve as a sounding board for senior stakeholders and delivery leaders, challenge constructively when required, and take ownership of complex escalations through to resolution.
You’ll break new ground by
Key Responsibilities:
Key Account Management and Business Partnership
- Own the senior relationship with assigned GBS internal functions and act as their primary contact for service delivery matters.
- Develop a deep understanding of stakeholder priorities, operating models, challenges, and strategic roadmaps.
- Build trusted relationships with senior business, technology, software delivery, and domain leaders.
- Translate business priorities into a clear, jointly owned service and delivery agenda.
- Manage stakeholder expectations through transparent communication, informed challenge, and dependable follow-through.
Delivery Strategy and Enablement
- Shape the service delivery strategy in alignment with business outcomes, enterprise priorities, and technology roadmaps.
- Enable delivery teams with clear priorities, decision frameworks, governance, and access to the right capabilities.
- Act as a sounding board and strategic adviser to delivery leaders, helping them evaluate options, risks, dependencies, and trade-offs.
- Remove organisational barriers and facilitate timely decisions across business, delivery, and domain teams.
- Promote outcome-based planning, operational excellence, standardisation, automation, and continuous improvement.
Service Governance and Performance
- Establish and lead governance forums covering delivery performance, service quality, financials, risks, dependencies, and improvement actions.
- Maintain end-to-end oversight of the service portfolio and ensure that commitments, service levels, and agreed outcomes are achieved.
- Use performance data and stakeholder feedback to identify trends, address root causes, and drive measurable improvements.
- Ensure clear ownership, decision rights, reporting, and accountability across all parties.
- Support demand, capacity, financial, resource, and supplier planning where relevant.
Escalation, Risk, and Issue Management
- Own major service and delivery escalations, ensuring rapid mobilisation, clear communication, and disciplined resolution.
- Bring together the appropriate business, software delivery, domain, and leadership stakeholders to resolve complex issues.
- Balance urgency with sustainable corrective action, including root-cause analysis and prevention of recurrence.
- Anticipate delivery, operational, commercial, security, and stakeholder risks and ensure timely mitigation.
- Provide concise executive updates, including impact, options, decisions required, recovery actions, and status.
Leadership and Collaboration
- Lead through influence across a complex, matrixed, and international organisation.
- Create a culture of accountability, collaboration, constructive challenge, and customer focus.
- Coach service and delivery leaders and contribute to capability development and succession planning.
- Represent the voice of the internal customer while maintaining an enterprise-wide perspective.
You’re excited to build on your existing expertise, including:
Required Skills & Qualifications:
- 20+ years of relevant professional experience, including substantial leadership responsibility in service delivery, technology delivery, key account management, business partnering, or a comparable role.
- Proven success managing strategic relationships with senior executives and internal customers in a large, complex organisation.
- Strong experience working with software delivery, product, platform, and domain teams across the service lifecycle.
- Demonstrated ability to shape delivery strategy, lead governance, improve service performance, and manage critical escalations.
- Experience operating in global, multicultural, and matrixed environments, with the ability to influence without direct authority.
- Sound commercial and financial acumen, including experience with budgets, forecasts, value realisation, and supplier or contract management.
- Bachelor’s degree in technology, engineering, business, or a related discipline; a postgraduate qualification is advantageous.
- Relevant service management, programme, agile, product, or project management certification is desirable.
Soft Skills & Competencies
- Executive stakeholder management and trusted advisory capability
- Strategic thinking with strong operational discipline
- Customer and outcome orientation
- Service delivery and governance leadership
- Software delivery and digital technology awareness
- Complex problem-solving and sound judgement
- Negotiation, influencing, and conflict resolution
- Decisive escalation and crisis management
- Clear executive communication and storytelling
- Collaboration, coaching, and leadership through influence
Decision-Making & Ownership
- High stakeholder confidence, satisfaction, and strength of strategic relationships
- Achievement of agreed service levels, delivery commitments, and business outcomes
- Effective alignment between GBS internal functions, software delivery teams, and domain teams
- Improved service quality, predictability, efficiency, and value realisation
- Timely resolution of critical escalations and sustained reduction in recurring issues
- Transparent governance, proactive risk management, and high-quality executive communication
- Stronger delivery capability, accountability, and cross-functional collaboration
Create a better #TomorrowWithUs!
We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.
This role is based in Bangalore. But you’ll also get to visit other locations in India and globe, so you’ll need to go where this journey takes you. In return, you’ll get the chance to work with teams impacting entire cities, countries and the shape of things to come. We’re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. Were dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and creativity and help us craft tomorrow.
Find out more about Siemens careers at: www.siemens.com/careers
