Job Description
Job Title:  Service Delivery Manager
City:  Edmonton
State/Province:  Alberta
Posting Start Date:  5/15/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

 

Role Summary

The Onsite Service Delivery Manager (SDM) is responsible for managing end-to-end IT service delivery, ensuring high availability, operational resilience, and strict SLA compliance across airport-critical systems. The role acts as the primary interface between airport stakeholders and offshore delivery teams, ensuring seamless operations in a 24x7, safety‑critical environment.

Key Responsibilities

Service Delivery & Airport Operations

  • Own end‑to‑end service delivery for airport IT services including airport operations systems, infrastructure, applications, and end-user services
  • Ensure 24x7 service availability for mission‑critical airport systems with zero tolerance for unplanned outages
  • Drive Incident, Problem, Change, and Major Incident Management aligned to ITIL and airport operational requirements
  • Lead Major Incident bridges, ensuring rapid restoration and clear communication to airport stakeholders
  • Ensure service continuity during peak travel periods, weather disruptions, and operational emergencies

Client & Stakeholder Management

  • Act as the single point of contact for Edmonton Airport stakeholders on all delivery matters
  • Engage with Airport Operations, Security, Facilities, Airlines, and Regulatory teams as required
  • Conduct regular Service Reviews, SLA/KPI reviews, and executive governance meetings
  • Manage escalations with urgency and professionalism in a safety‑critical environment

Onsite–Offshore Delivery Coordination

  • Lead coordination between onsite teams and offshore delivery centres
  • Ensure effective shift handovers, runbooks, and operational documentation
  • Drive knowledge transitions and ensure offshore teams are airport‑ready
  • Monitor team performance, adherence to rosters, and on‑call coverage

Compliance, Security & Risk Management

  • Ensure adherence to airport security policies, regulatory requirements, and compliance audits
  • Enforce change governance with minimal operational risk
  • Identify service risks proactively and implement mitigation plans
  • Support audits, DR drills, and resilience testing activities

Financial & Commercial Governance

  • Track effort consumption, service costs, and revenue assurance
  • Support invoicing validation and prevent revenue leakage
  • Identify opportunities for productivity improvement and cost optimisation without impacting service quality

Required Skills & Experience

Experience

  • 8–12+ years of overall IT experience
  • 4–6+ years in Service Delivery / Delivery Management roles
  • Strong experience managing 24x7 operations and critical infrastructure environments
  • Prior experience in airports, transportation, utilities, or other mission‑critical domains is highly desirable

Technical & Process Skills

  • Strong ITIL knowledge (Incident, Problem, Change, SLA, Major Incident Management)
  • Experience with infrastructure, end‑user services, and application support
  • Familiarity with ITSM tools (ServiceNow or equivalent)
  • Experience managing onsite–offshore delivery models

 
Mandatory Skills: Delivery Management .

 

Experience: 8-10 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

 

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

 
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