Service Delivery Manager

We are looking for a hands-on Service Delivery and Project Manager to own the support and improvement of our client’s General & Administrative (G&A) application portfolio. You will run day-to-day service delivery for platforms such as Workday, UKG, iCertis and DocuSign, manage enhancement and upgrade projects, and act as the trusted point of contact for HR, Finance, Legal and Procurement stakeholders. This is a fulltime remote contract role.

Shift time 4pm - 1am

Responsibilities:

-Own end-to-end service delivery for the G&A application portfolio, ensuring stable, reliable

operations and agreed service levels.

-Manage incidents, service requests, problems and changes through ServiceNow, from intake

and triage to resolution and closure.

-Monitor SLA performance, ticket aging and backlog.

-Coordinate with vendors (Workday, UKG, iCertis, DocuSign and others) on escalations,

defects, releases and roadmap items.

-Lead enhancement, integration, upgrade and new-module projects across G&A systems, from

requirements to go-live and hypercare.

-Build project plans, track scope, timelines, budgets, risks and dependencies, and report status

clearly to stakeholders.

-Ensure changes follow the client’s change management, access control and audit

requirements, including SOX controls where applicable.

-Act as the primary point of contact for HR, Finance, Legal and Procurement stakeholders on

application support and projects.

Required

• 8+ years of experience in IT service delivery, application support or project management.

Hands-on experience supporting at least two of: Workday, UKG (Pro/UltiPro), iCertis,

DocuSign.

• Strong working experience with ServiceNow for incident and change

management.

• Good understanding of G&A business processes across HR, payroll, finance, legal and

contract management.

• Experience in life sciences, biopharma 

• Familiarity with SOX controls, audit support and access reviews for G&A systems.

• Experience with integrations and middleware (for example Workday Studio/EIBs, APIs, iPaaS

tools).

• Exposure to automation tools such as Power Automate or RPA, and to reporting tools such as Power BI.

Certifications:

• Service management: ITIL 4 Foundation or higher (required)
• Project management: PMP, PRINCE2, CAPM or Certified ScrumMaster
• ServiceNow: ServiceNow Certified System Administrator (CSA) or ITSM Implementation Specialist
• Platform: Workday, UKG, DocuSign or iCertis certifications are a strong plus

Service Owner / Delivery Manager – Salesforce

Experience: 11–17 Years

Location: Chennai / Indore

Work Mode: Hybrid

Job Overview

We are looking for an experienced Service Owner / Delivery Manager to manage end-to-end Salesforce service operations across multiple Salesforce orgs. The ideal candidate will be responsible for SLA governance, production support, team capacity planning, service improvements, audit and compliance, and security management.

Key Responsibilities

• Manage end-to-end service ownership across multiple Salesforce orgs.
• Monitor production tickets and ensure compliance with SLAs and IT service governance standards.
• Manage support team capacity, ticket volumes, leave planning, and resource availability.
• Review support tickets for completeness and compliance with established guidelines.
• Identify service improvement opportunities and cost optimization initiatives.
• Monitor Salesforce releases and assess their potential impact on production environments.
• Maintain service documentation and lead monthly service review meetings covering org health and service performance.
• Conduct User Access Reviews every six months.
• Ensure compliance with IT change management processes, audit requirements, and security guidelines.
• Prepare and review security documentation, including Authorization Concepts and Logging Concepts.
• Coordinate end-to-end security activities, including SAST and Fortify scans.
• Participate in sprint planning and identify opportunities for second-level support teams to assist development teams.
• Lead discussions on backup and archiving strategies, security tools, and related proof-of-concept assessments.
• Support ITS Project Managers with service planning and operational capacity updates.

Required Skills & Expertise

• Strong experience in Salesforce service ownership and service delivery management.
• Experience managing production support, incident management, ticketing systems, and SLA governance.
• Knowledge of ITSM processes, change management, audit, and compliance.
• Experience with user access reviews, security assessments, SAST, and Fortify.
• Strong stakeholder management, communication, coordination, and problem-solving skills.
• Experience in capacity planning, service reporting, and continuous improvement.
• Familiarity with Salesforce releases, production environments, backup, and archiving practices.

Job Title : Infra Delivery Lead

Experience : 10+ Years

Joining : Immediate Joiners Only

Location : Gurugram, Pune, Bengaluru, Chennai, Bhopal, Jaipur, Hyderabad & Noida

Role Overview :

We are looking for an experienced Infra Delivery Lead to manage end-to-end 24x7 infrastructure operations across multiple towers, including Hosting, Network & Connectivity, DBA, Data Tribe and Infrastructure Command Center (L1.5).

Mandatory Skills :

IT Infrastructure Operations, End-to-End Service Delivery Management, 24x7 Multi-Tower Operations, Managed Services, SLA/KPI Management, ITIL, Incident & Problem Management, Major Incident Management (MIM), AWS/Azure, Windows/Linux, Networking, DBA, ServiceNow, Team Management, Client Stakeholder Management, Commercial & Contract Management.

Key Responsibilities :

• Own end-to-end delivery of L1.5 and L2 infrastructure operations.
• Manage SLA/KPI performance, service governance, reporting and client escalations.
• Lead P1 / P2 incidents, Major Incident Management (MIM), RCA and problem management.
• Manage Hosting, Network, Database, Cloud and Data Operations teams.
• Oversee change management, patching, backups, disaster recovery and availability.
• Handle resource planning, team management, shift rosters and 24x7 support.
• Manage client relationships, invoicing, contractual obligations and service reviews.
• Drive automation, process improvements and service quality.

Required Skills & Experience :

• 10+ years of experience in IT Infrastructure Operations.
• Strong experience in Infrastructure Service Delivery / Managed Services.
• Experience managing 24x7 multi-tower infrastructure operations and large teams.
• Good understanding of AWS, Azure, Windows/Linux, Networking, Oracle and SQL Server.
• Hands-on exposure to ServiceNow, ITIL processes, SLA management and MIM.
• Experience in client management, escalations, governance and contract management.
• Excellent communication and stakeholder management skills.

Good to Have :

ITIL 4, AWS / Azure, CCNA / CCNP certifications; exposure to Datadog, PagerDuty and Terraform.

Senior Consultant / Principal Consultant

Exp: 8+ years

Location: Remote

Duration: 6 months contract

Note: Please make sure the candidate is not in any Job Portal or share the email and phone number which is not in job portals

Skills: Minimum 8 years of Experience in Oracle Fusion HCM Modules and EBS experience mandatory

Mandatory Skills:

* Minimum 8 years of Experience in Oracle Fusion/E-Business HCM Modules. EBS work experience is mandatory.

* Should have at least 4 Implementation Experience as a EBS HRMS and Fusion HCM Functional Consultant.

* Must have a strong track record of delivering Oracle Fusion HCM solutions, including extensive experience in the areas of business process analysis, requirement definition, solution design expertise primarily onto EBS and Fusion.

* Should have done to end to end implementation for the below modules:

o CORE HR, Absences (UK, US), I-Recruitment, ESS & MSS, Time and Labor, Compensation, Benefits (UK, US), Talent Management, Payroll (US, UK), Learning Management

* Good to have the knowledge on below fusion modules:

o Fusion Time and Labor

o Fusion Compensation and Benefits

o Should be able to write Fast formulas

* Should have good communication and presentation skills

* Must have good understanding of AIM/OUM processes/phases and documentation

BE or Post Graduation, MBA in HR domain.

Responsibilities

• Own the transition plan: shadow, reverse-shadow and handover milestones for eachsystem.
• Track knowledge-transfer progress and flag areas where the team is not yet ready totake over.
• Act as Scrum Master for both pods, or coordinate Scrum ceremonies across them.
• Manage the client relationship day to day, including status reporting, SLAs andescalations.
• Manage the team: onboarding, allocation, performance and retention.
• Set up L2/L3 support processes, on-call rotations and incident management.
• Manage scope, risks and change requests with the client.

Must have

• 12+ years in IT, with 5+ years managing offshore delivery for US or European clients.
• Has run at least one transition or takeover of an existing application from a client oranother vendor.
• Agile/Scrum delivery (Scrum Master or equivalent certification preferred).
• Experience setting up and running production support with defined SLAs.
• Technical enough to understand C++, .NET and SQL Server systems and challengeengineering estimates.

Nice to have Media and entertainment clients. ITIL or incident management experience. Managing teams split across India, Europe and the US.

Job Title : Engagement Manager / Delivery Manager

Experience : 7 to 12 Years

Location : Hyderabad

Work Mode : Hybrid – 3 Days Office

Open Positions : 2

Shift : EST – 09:30 PM to 06:30 AM IST

Joining : Immediate Joiners Preferred

Job Summary :

We are looking for an experienced Engagement Manager / Delivery Manager to own end-to-end delivery of client engagements and serve as the primary point of contact for clients and stakeholders. The role requires strong experience in offshore delivery, client management, Agile project management, cross-functional team leadership, and stakeholder management.

The ideal candidate should have a strong consulting mindset, excellent communication skills, and the ability to manage multiple priorities while ensuring timely, high-quality delivery.

Key Responsibilities :

• Own end-to-end delivery of client engagements from planning through successful execution and closure.
• Define and manage project scope, timelines, milestones, resources, quality, risks, and dependencies.
• Act as the primary client-facing point of contact, ensuring effective communication and relationship management.
• Lead and coordinate cross-functional offshore teams working across different time zones.
• Drive Agile/Scrum ceremonies, including sprint planning, daily stand-ups, retrospectives, reviews, and release planning.
• Track project progress, delivery metrics, milestones, and provide regular status reporting to clients and leadership.
• Manage stakeholder expectations, escalations, scope changes, and change requests.
• Identify client/business needs and proactively recommend solutions, improvements, and delivery strategies.
• Identify and mitigate project risks, issues, dependencies, and delivery challenges.
• Drive continuous process improvement and delivery excellence across engagements.
• Collaborate with business, product, technology, QA, and other functional teams to ensure successful project outcomes.
• Ensure adherence to delivery standards, governance processes, and quality expectations.

Mandatory Skills :

• 7+ years of experience in Engagement Management / Delivery Management / Program Management
• Strong offshore delivery & client management
• Excellent stakeholder management & communication
• Cross-functional team leadership across time zones
• Strong Agile / Scrum, project & risk management
• Consulting / problem-solving mindset
• Willingness to work EST hours (9:30 PM–6:30 AM IST).

Good to Have :

• Experience in the Insurance domain.
• Experience delivering No-Code / Low-Code projects.
• PMP, CSM, SAFe, or other relevant project / agile certifications.
• Experience managing enterprise clients and large-scale transformation / digital initiatives.

Candidate Profile :

• Strong client-facing and relationship management skills.
• Proven ability to lead distributed/offshore teams.
• Excellent verbal and written communication skills.
• Strong ownership of delivery, timelines, quality, and outcomes.
• Ability to work effectively with senior stakeholders and handle escalations.
• Strong analytical, problem-solving, and decision-making abilities.
• Comfortable working in a night / EST shift environment.

8+ Years Experience

Work: Remote | 6-month contract | Candidate stays on your payroll

Mandatory requirements

• 8+ years of Oracle Fusion HCM / EBS HCM experience.
• Oracle EBS experience is mandatory.
• At least 4 implementations as an EBS HRMS and Fusion HCM Functional Consultant.
• End-to-end implementation experience across the specified HR modules.
• Strong business process analysis, requirements gathering, solution design, and AIM/OUM documentation.
• Good communication and presentation skills.
• BE, postgraduate qualification, or MBA in HR domain.

Job Title : Security Delivery Lead

Experience : 8+ Years

Location : Gurugram Sector 59

Working Mode : Hybrid (2 Days WFO)

Domain : IT Infrastructure & Security Operations

Job Overview :

We are looking for an experienced Security Delivery Lead to manage end-to-end 24x7 L1 / L2 Security Operations for a large enterprise client. The candidate will be responsible for managing multiple security towers, client relationships, service delivery, SLAs, escalations, commercial governance, and team management.

Mandatory skills :

Security Service Delivery, SecOps, MSP, 24x7 Operations, Network Security, IDAM, DLP, Endpoint Security, Zscaler, Palo Alto, Entra ID, CyberArk, CrowdStrike, ServiceNow, SLA Management, MIM, RCA, Client Management, Contract Management.

Key Responsibilities :

• Manage end-to-end 24x7 L1 / L2 Security Operations across Network Security, IDAM, Endpoint / Malware Security, DLP, and SecOps Command Center.
• Act as the primary point of contact for client stakeholders and senior management.
• Manage SLAs, KPIs, service reviews, operational reports, and governance meetings.
• Handle P1 / P2 incidents, Major Incident Management (MIM), escalations, and RCA.
• Manage team capacity, shift rosters, resource planning, and performance of 20+ engineers.
• Handle monthly invoicing, SOW, contractual obligations, change requests, and service credits.
• Ensure security compliance, audit readiness, and continuous service improvement.
• Drive automation, process optimization, and reduction of recurring incidents.

Required Skills :

• Strong experience in Security Operations and Infrastructure Managed Services (MSP).
• Experience managing multiple security towers in a 24x7 environment.
• Good understanding of Network Security, IDAM, DLP, Endpoint Security, and Email Security.
• Working knowledge of Zscaler, Palo Alto, Microsoft Defender, CrowdStrike, Entra ID, CyberArk, and Microsoft Purview.
• Strong expertise in ServiceNow, SLA / KPI management, MIM, RCA, and ITIL processes.
• Experience in client management, commercial governance, invoicing, and contract reviews.
• Excellent communication and stakeholder management skills.

Experience Requirements :

• 8+ years of overall IT / Security Operations experience.
• 5+ years of Security Service Delivery / Leadership experience in an MSP environment.
• Must have managed 24x7 security operations and teams of 20+ engineers.
• Experience handling global enterprise clients and senior-level escalations.

Preferred Certifications :

• CISSP / CISM
• ITIL 4 Foundation
• Microsoft SC-100 / SC-200
• Zscaler or Palo Alto certifications

Certifications are preferred, not mandatory.

Service Owner - SPM 

Work Location: Gurgaon 

Experience: 6–10 Years (Mid to Senior Level) 

Job Description 

We are looking for a skilled ServiceNow Service Owner with strong hands-on experience in Strategic Portfolio Management (SPM) to support enterprise-level implementations. The role involves process understanding and cross-functional team collaboration to deliver optimized ServiceNow SPM solution aligned with client needs. 

Key Responsibilities 

Must Have: 

Experience on Demand Management, Project Management, Program Management, Portfolio Management, Resource Management, Time Management, and Strategic Planning capabilities. 

Experience in Solution Designing and collaborating with stakeholders to understand business requirements and design SPM solutions within the ServiceNow platform. 

Experience in Configuring ServiceNow SPM modules, workflows, forms, and user interfaces to align with project and portfolio management processes and requirements. 

Experience in Integrating ServiceNow SPM with other systems e.g. CRM or ERP or third-party service providers. 

Experience in developing and implementing workflows to automate project and portfolio management processes in SPM Module. 

Support enhancements to project, demand, resource, financial, and portfolio processes. 

Reporting and Analytics: 

Support portfolio, project, resource, demand, and financial reporting requirements.  

Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and areas for improvement. 

Experience in designing intuitive and user-friendly interfaces for project and resource managers, and end-users to enhance their experience and productivity within the ServiceNow platform. 

Hands on knowledge on Business Rules, Script Includes, Client Scripts, UI Policies. 

Hands on experience on Workspaces and its configurations. 

Experience in communication, documentation, and business stakeholder management. 

Good to Have: 

• Experience with REST/SOAP API integrations, including transforming data and building inbound/outbound interfaces. 
• Scripting experience in Glide API. 
• UI Builder development experience. 
• Proficiency in building automation using Flow Designer and Integration Hub.