Job Description

The Service Delivery Manager is responsible for end‑to‑end delivery of large‑scale technology services for banking clients. This role blends technical expertise, service delivery governance, stakeholder management, and operational excellence to ensure high‑quality, secure, and compliant delivery of IT services aligned with banking regulations and business objectives.

Key Responsibilities

Service Delivery & Operations

• Own end‑to‑end service delivery for one or more banking portfolios (Retail, Corporate, Payments, Core Banking, Digital Channels).
• Ensure adherence to SLAs, OLAs, KPIs, and contractual obligations.
• Drive incident, problem, change, and release management as per ITIL framework.
• Lead service reviews, governance calls, and executive reporting with clients.
• Proactively identify delivery risks and implement mitigation plans.

Technical & Architectural Oversight

• Provide technical leadership across application, infrastructure, cloud, and integration layers.
• Review solution designs and architecture to ensure scalability, resilience, security, and regulatory compliance
• Oversee modernization initiatives such as cloud migration, API enablement, DevOps, microservices, and automation.
• Act as an escalation point for critical technical and production issues.

Stakeholder & Client Management

• Build trusted relationships with client business heads, IT leaders, and third‑party vendors
• Translate business requirements into delivery roadmaps and execution plans.
• Manage expectations, communication, and escalations at senior leadership level.

Team & People Management

• Lead and mentor multi‑disciplinary teams (engineering, support, testing, DevOps).
• Drive performance management, career development, and succession planning.
• Foster a culture of continuous improvement, accountability, and customer focus

Financial & Commercial Management

• Own delivery budgets, cost optimization initiatives, and resource planning.
• Support account growth through change requests, renewals, and transformation proposals
• Track margins, utilization, and productivity metrics.

Experience

• 12+ years of overall IT experience with 5–7 years in service delivery leadership roles.
• Strong experience delivering services to Banking or Financial Services clients.
• Proven record of managing large, complex, multi‑vendor delivery engagements

Domain Knowledge

• Core Banking Systems, Payments, Digital Channels, Risk & Compliance
• Regulatory and audit readiness in banking environments

Leadership & Behavioral Competencies

• Strong people leadership and decision‑making abilities
• Excellent communication, negotiation, and presentation skills

Customer‑centric mindset with high ownership and accountability

Preferred Qualifications

• ITIL v3/v4 Certification
• PMP / Prince2 / SAFe or Agile Certification

At Zensar, we’re “experience-led everything” We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.