Service Delivery Manager

Job Description

About the Role:

We are seeking a Service Delivery Manager with total 12+ years and 8+ years in Infrastructure Operations / Managed Services.

Role Summary

• Act as a Technical SDM with strong NOC & Production Support expertise, ensuring overall infrastructure stability in a 24×7 environment.
• Lead and anchor Major Incidents (P1/P2) with effective coordination and strong technical understanding.
• Provide technical guidance (non-hands-on) to L2/L3 teams to drive faster troubleshooting and resolution.
• Own NOC operations, monitoring effectiveness, and service delivery governance, while ensuring strong team performance and stakeholder communication.
  
  

Key Responsibilities

Technical Leadership & Oversight

Provide Technical Direction Across Infrastructure Towers

• Windows / Linux Servers
• Network
• Load Balancers (F5 or similar)
• Middleware (WebSphere, Tomcat, IIS, etc.)
• Monitoring & Observability tools
• Guide L2/L3 teams in troubleshooting and resolution approach.
• Validate technical diagnosis and ensure correct direction during incidents.
• Drive structured troubleshooting across multiple towers.
  
  

Major Incident Management

• Anchor and lead Major Incidents (P1/P2) with strong technical coordination.
• Ensure the right teams are engaged and escalation happens on time.
• Drive faster resolution through structured incident handling.
• Provide clear and timely communication to stakeholders.
• Ensure proper incident closure, documentation, and RCA follow-up.
  
  

NOC Operations & Monitoring Governance

• Own NOC operations during the assigned shift.
• Oversee monitoring effectiveness across tools and platforms.
• Drive alert quality improvement, correlation, and noise reduction.
• Ensure proactive detection of incidents and avoid missed alerts.
• Ensure adherence to SOPs, runbooks, and operational standards.
  
  

Production Stability & RCA Governance

• Ensure quality Root Cause Analysis (RCA) with clear technical insights.
• Identify recurring issues and drive permanent fixes.
• Improve system reliability and reduce repeat incidents.
  
  

Service Delivery & Operations

• Ensure SLA adherence (incident response, resolution, escalation).
• Coordinate across infrastructure towers for seamless delivery.
• Track and report service metrics such as:
• SLA compliance
• Incident trends
• MTTR / MTTx
• Participate in operational governance meetings (Daily / Weekly / Monthly).
  
  

People & Team Management

• Lead and manage NOC team during the shift.
• Ensure proper shift coverage, handover quality, and accountability.
• Mentor team on incident handling and monitoring practices.
• Drive team discipline, ownership, and responsiveness.
• Identify skill gaps and support team development.
  
  

Relevant Experience

Required Skills & Experience

• Strong experience in NOC Operations, Production Support, and Major Incident Management.
• Must have prior hands-on technical experience (now in leadership role).
  
  

Technical Skills (Experience-Based)

Good understanding of:

• Windows / Linux Servers
• Networking fundamentals
• Load Balancers (F5 preferred)
• Middleware platforms
• Monitoring / Observability tools
• ITSM tools (ServiceNow preferred)
  
  

Core Competencies

• Strong technical decision-making capability
• Excellent communication and stakeholder management
• Strong escalation and coordination skills
• Ability to manage high-pressure situations
• High ownership and accountability mindset
  
  

Work Requirements

• Work from Office (Mandatory)
• 24×7 rotational shift model
• Availability during major incidents and critical situations
  
  

Technical / Delivery Requirements

• Strong control over major incidents with faster resolution
• Improved monitoring effectiveness and reduced alert noise
• Stable NOC operations with strong governance
• High team performance and responsiveness
• Strong customer confidence and communication