Service Delivery Manager

Role Summary:

• Owns day-to-day execution of IT/technical services for assigned customers or internal platforms, ensuring stability, availability, and performance against agreed SLAs and KPIs.
• Works closely with senior service managers, engineering, support, DevOps, and infrastructure teams to coordinate incident response, changes, and continuous service improvements.

Key Responsibilities:

• Manage daily service delivery operations, track SLAs/OLAs/KPIs, and monitor service health, incidents, and recurring issues.
• Act as operational point of contact for service issues, coordinating with technical teams to drive troubleshooting, releases, and deployments.
• Support Incident, Problem, and Change Management processes, including major incident coordination, RCA participation, post-incident reviews, and adherence to change and release governance.
• Lead regular customer service reviews, share performance reports, and action plans, manage expectations, and follow through on open issues.
• Prepare weekly/monthly reports, track risks and improvement actions, support audits/compliance, and help document and enhance service delivery workflows.

Required Skills & Qualifications:

• Technical: Exposure to application support/production operations; understanding of APIs/integrations; experience with cloud platforms (AWS/Azure/GCP); hands-on with ITSM and monitoring tools such as ServiceNow or Jira.
• Service Management: Practical experience with ITIL/ITSM processes (Incident, Problem, Change), SLA tracking, and service performance reporting.
• Soft Skills: Strong written and verbal communication, stakeholder management, structured problem-solving, and ability to work under pressure in a customer-facing environment.
• Education: Bachelor's degree in engineering, Computer Science, or related field; ITIL or CSM foundation certification preferred; exposure to Agile/DevOps and CI/CD environments is an advantage.
• Nice-to-Have: Experience supporting SaaS platforms or enterprise integrations, working with globally distributed teams, and contributing to continuous improvement initiatives in service delivery.