About the role
We are looking for an experienced Service Delivery Manager with a strong foundation in data engineering and analytics to join our growing team. You will own end-to-end delivery of data projects for enterprise clients, ensuring services are delivered reliably, on time, and in line with agreed SLAs and KPIs. You will be the primary client-facing leader for maintenance projects, proactive monitoring, and continuous improvement.
What you will do:
- Lead service delivery for client data projects covering ETL pipelines, data warehousing, and analytics platforms
- Own SLA compliance and KPI reporting across all active engagements — track, measure, and communicate performance proactively
- Manage end-to-end incident lifecycle: triage, escalation, resolution, and post-incident RCA documentation
- Drive root cause analysis (RCA) for recurring issues and implement long-term corrective actions to minimize repeat incidents
- Coordinate maintenance windows, change management, and error detection activities for production data systems
- Act as the primary point of contact for client stakeholders — building trust through clear communication and consistent delivery
- Conduct regular service review meetings, produce dashboards, and present operational health reports to clients
- Collaborate with cross-functional engineering, QA, and architecture teams to resolve technical blockers
- Continuously identify process improvement opportunities aligned with ITIL best practices
What we are looking for:
- 11–14 years of experience in IT service delivery, with at least 4 years managing data-focused projects
- Hands-on understanding of ETL processes, data warehouse design (Snowflake, Redshift, Big Query, or similar), and BI/analytics tools
- Solid grasp of ITIL v3/v4 framework — incident, problem, change, and release management
- Proven ability to define, monitor, and report on SLAs, OLAs, and KPIs in client engagements
- Experience managing client maintenance projects including error detection, alerting, and proactive remediation
- Strong background in incident management and formal RCA methodologies (5 Whys, fishbone, etc.)
- Excellent verbal and written communication skills — comfortable presenting to C-suite stakeholders
- ITIL Foundation certification (preferred); PMP or Prince2 is a plus
