Service Delivery Manager

Key Responsibilities

Delivery & Operations

Own day-to-day delivery of L2/L2.5 support across multiple IM platforms.

Ensure SLA adherence, 24x7 availability, and effective incident/problem management.

Manage major incidents, escalations, communication bridges, and RCA governance.

Oversee release readiness, environment health, batch stability, and change coordination.

Stakeholder Management

Act as the single point of contact for Business, App Owners, and Technology Leads.

Provide clear reporting, dashboards, and proactive communication on operational health.

Drive alignment on priorities, risks, and improvement opportunities.

Team Leadership

Lead and manage a support team of 50 engineers across L1.5/L2/L2.5.

Define delivery metrics, KPIs, and governance routines.

Mentor teams, drive capability-building, ensure knowledge management & SOP maturity.

Process & Continuous Improvement

Strengthen ITIL practices across incident, problem, change, and knowledge management.

Identify and implement automation in monitoring, batch, and diagnostic workflows.

Reduce MTTR, increase stability, and minimize repeat incidents through structured improvements.

Technical Oversight

Provide guidance on complex debugging across APIs, microservices, data pipelines, and batch processes.

Ensure robust observability through logging, alerts, and monitoring frameworks.

Partner with Dev/Infra teams for performance tuning and systemic fixes.

Required Skills & Experience

15+ years of IT experience with strong background in Production Support/AMS.

5+ years managing large teams in Investment Management or Capital Markets environments.

Hands-on familiarity with Aladdin, CRD, Mosaic, or similar OMS/PMS/Data platforms.

Strong understanding of APIs, microservices, SQL/PLSQL, scripting, batch tools (Autosys/Control-M).

Proven expertise with ITIL processes and tools like ServiceNow/JIRA.

Excellent communication, stakeholder management, and crisis-handling skills.

Nice to Have

Knowledge of Snowflake/MS SQL, container platforms (Docker/K8s), and cloud environments.

Understanding of financial instruments, trade lifecycle, and market data flows.

Experience with BI/monitoring tools like Power BI, Splunk, Grafana, AppDynamics.