Role Overview
We are looking for an experienced Service Delivery Manager to lead end-to-end delivery of enterprise digital support services across web, mobile, and CRM (Salesforce) platforms. The role will be responsible for managing multi-layered support operations (Monitoring, L1, L2, and Dev coordination), driving SLA adherence, operational governance, and continuous service improvement, while working closely with business and technology stakeholders.
A key focus area for this role is to optimize support operations through automation, Virtual Agent (VA) implementation, and process improvements, enabling scalable and proactive service delivery.
Total Experience - 12+ Years
Notice Period - Immediate to 30 days
Location - Kochi
Key Responsibilities
1. Service Delivery & Operations Management
- Own end-to-end support delivery across:
- Monitoring / Proactive alerts
- L1 / L2 support teams
- Dev coordination and escalations
- Manage a cluster-based support model across multiple application areas
- Ensure effective ticket lifecycle management from intake to closure
- Drive structured daily operations governance (standups, backlog, SLA reviews)
2. SLA Management & Governance
- Own and drive Response and Resolution SLA performance
- Ensure SLA is used as an operational control mechanism, not just reporting
- Proactively manage:
- Aging tickets
- SLA risks and breach recovery
- Present Daily / Weekly / Monthly service performance reports
3. Jira Service Management (JSM) Ownership
- Drive adoption of JSM as a single intake channel
- Ensure:
- Proper ticket categorization and prioritization
- Data quality and mandatory field compliance
- Define and optimize:
- Workflows
- Automation rules
- SLA configurations
- Build and manage dashboards and reports for:
- SLA performance
- Resource productivity
- Queue health
4. Salesforce Support Management
- Manage support operations across Salesforce CRM ecosystem
- Understand functional and technical aspects including:
- Sales / Service processes
- Case management workflows
- Integrations and dependencies
- Coordinate with Dev teams for defect resolution and enhancements
5. Monitoring & Incident Management
- Oversee proactive monitoring and alert management
- Define SOPs for:
- Incident creation and prioritization
- Alert deduplication and handling
- Lead major incident management (war room / escalation governance)
6. Process Optimization & Automation
- Drive continuous improvement initiatives including:
- SOP and Runbook standardization
- Knowledge Base maturity
- Lead implementation of:
- Virtual Agent (VA) / chatbot solutions for L0 automation
- Identify opportunities for:
- Auto-remediation
- Reduction of repeat incidents
- Efficiency improvements
7. Stakeholder & Client Management
- Act as the primary interface for business and technology stakeholders
- Manage:
- Service reviews
- Executive reporting
- Escalation handling
- Provide insights and recommendations for service improvement
8. Team & Resource Management
- Manage and lead 40–60 member distributed teams
- Ensure:
- Effective workload distribution
- Shift and capacity planning
- Performance tracking and mentoring
9. Reporting & Analytics
- Develop and present dashboards covering:
- SLA performance (priority-wise)
- Incident and Service Request trends
- Resource productivity
- Ensure data accuracy and actionable insights for stakeholders
Required Skills & Experience
- Strong experience in enterprise application support / managed services
- Hands-on experience with:
- Jira Service Management (JSM)
- Salesforce support operations
- Proven experience managing large teams (40+ resources)
- Strong understanding of:
- ITIL processes (Incident, Problem, Change)
- SLA management and service governance
- Experience in dashboarding and reporting tools
- Demonstrated experience in stakeholder management (business & CXO level)
Preferred / Good to Have
- Experience implementing Virtual Agent / chatbot solutions
- Exposure to AIOps / automation frameworks
- Experience with monitoring tools (e.g., Datadog or similar)
- Experience in digital platforms (web/mobile + integrations ecosystem)
