Job Description

Milestone Technologies is seeking an experienced Service Delivery Manager with expertise in Generative AI (GenAI), AI, and Automation projects. This role is responsible for coordinating, planning, tracking, and managing high-impact initiatives involving cutting-edge AI and automation solutions. As the Service Delivery Manager, you will lead technical initiatives, ensuring projects are executed within scope, on time, and within budget. The ideal candidate will ensure project requirements are met with high quality and establish documented processes and service ownership for continued operations post-delivery. This position demands strong leadership in employing a variety of project management methodologies, including Agile and Waterfall, to keep delivery on track and focused on creating value for the client.

Responsibilities:

• Lead and manage AI, GenAI, and Automation projects, collaborating with internal teams, clients, leadership, and external stakeholders.
• Develop and maintain project management artifacts (e.g., project plans, work breakdown structures, budgets, resource forecasts, schedules, change requests) to ensure that all project objectives are achieved.
• Provide teams with the necessary support to resolve impediments and ensure smooth delivery of AI and automation solutions.
• Work closely with Product Owners to define release schedules and align delivery teams with key project milestones.
• Define high-level project delivery plans and oversee the execution of project deliverables for AI and automation features.
• Monitor and report on project progress and metrics, managing risks, assumptions, and interdependencies.
• Aggregate delivery team status updates and communicate overall project status to program leadership and key stakeholders.
• Facilitate communication, collaboration, and engagement across teams and departments involved in GenAI and Automation initiatives.
• Apply standard project management techniques to monitor performance and ensure high-quality delivery of AI and automation solutions.
• Support problem resolution and address feedback on in-life AI and automation products, ensuring continuous improvement.
• Manage change requests and adapt baselined requirements to evolving project needs, following established change management protocols.
• Set clear expectations and ensure that all project team members are aligned with delivery goals and timelines.

Qualifications:

• Minimum of 5 years of experience as a Delivery Manager, Program Manager, or Project Manager, with a focus on AI, GenAI, and Automation projects.
• Proven success in delivering complex, large-scale AI and automation projects, working cross-functionally with business, IT, and external partners.
• Strong knowledge of SDLC processes and experience leading teams using Agile and Waterfall methodologies.
• Expertise in creating and managing detailed project plans, showing critical paths, dependencies, and resource assignments for AI-driven initiatives.
• Proficient in resource management, understanding the value of resource allocation in delivering AI and automation solutions.
• Experience using ServiceNow Project Portfolio Management for tracking and managing AI and automation project portfolios.
• Proficiency with Collaboration applications (email, spreadsheets, documents, presentations)
• Bachelor's degree in Computer Science, Engineering, or a related technical field.