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    Service Delivery Manager

    Service Delivery Manager

    Type of work
    Employment Type
    Operating mode

    Tech stack







    Job description

    As a Service Deliver Manager-Digital, you will report directly to the Sr. IT Manager of Global Custom Software Solutions and will be responsible for the Development teams building PPG’s backbone for Digital Website. Accountable for tools, processes, staffing and execution of the respective areas.

    Key responsibilities

    • Set up the team based on the defined organization structure
    • Supervise development activities related to the Customer Digital Experience platform
    • Directly manage the day-to-day activities of 2-scrum teams (1-Business Analysts, 1-Techlead, 4-Developers, 2-SQE )
    • Accountable for completing Software Development Projects on time and in line with PPG’s quality standards in conjunction with Program Manager
    • Make sure application design is in compliance with PPG’s Architecture Design Principles
    • Actively manage technical dept of the software product
    • Build relationship with Product Owners, ensure accurate involvement in backlog prioritization
    • Work together with other technical teams (Solution Architecture, DevOps) throughout the development process
    • Ensure coding standards are enforced
    • Collaborate with Security team to ensure security standards are met throughout the managed application portfolio
    • Provide estimates for Projects and Change Requests
    • Organize 24/7 support
    • Ensure KPI targets are met for Services provided by the team
    • Serve as an escalation point for any ongoing issues in the area
    • Supervise resources including hiring, performance evaluation, professional and personal development
    • Optimize resource utilization within the team
    • Manage external vendors / contractor resources used for staff augmentation/managed services
    • Ability to work effectively under pressure with constantly changing priorities
    • Communicate effectively at all levels of the organization (leadership, business, global counterparts and offshore vendors)
    • Understand and embrace the global Information Technology strategic direction
    • Ensure adherence to Technical and Functional governance processes
    • Work with continuous improvement mindset - identify, improve and optimize opportunities to improve delivery
    • Drive technology modernization effort within the team


    • Minimum of 8 years work-related experience required in the field of IT Applications, 4 years of experience in a management position
    • Proven leadership experience in crafting and enhancing Software Product
    • Good understanding of software development lifecycle (Agile)
    • Deep understanding of Agile Software Development concepts and toolset
    • Experience in DevOps environment
    • Demonstrated technological leadership experience
    • Demonstrated knowledge of Software Architecture/Design principles
    • Bachelor's Degree in Computer Science or related field
    • Strong team management background
    • Excellent verbal and written communication skills
    • Structured, process driven, pragmatic problem solver approach
    • Experience with working in a multicultural environment
    • Quick learner



    • Master’s Degree in Computer Science or related field
    • Project management experience
    • Vendor management skills
    • Application development experience in open source stack
    • ITIL Foundations Certification