Service Delivery Manager

Role & responsibilities

As a Service Delivery Manager, you will be responsible for the following:

• Responsible for end-to-end management of Production support for a large account; act as a go-to person for solutioning RFP/ Solutioning.
• Experience in managing delivery across all support layers (L1, L2 and L3) including minor enhancements and automation initiatives.
• Drive thought leadership for next-gen support processes in an Agile, automation-first environment, define best practices and knowledge management protocols.
• Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently.
• Identify customer issues proactively, drive RCA reactively, and maintain an excellent relationship with end-users and stakeholders.
• Provide up-to-date management reporting on a regular basis to internal and external stakeholders.

Preferred candidate profile

• 12+ years of IT experience with 3+ years of working in a playing role as Service Delivery Manager for a large customer.
• A fair degree of technical understanding of Data Engineering-based programs and Analytics concepts involving Cloud-based ETL BI-based programs, preferably on the Azure platform.
• Experience in various SDM areas including Service Management, Incident tracking, RCA, Problem management, change management.
• Experience in managing the prod environment, incident/ticket management, problem resolution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management.
• Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principles, solid resource planning and problem-solving skills.
• People Management: Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.
• Strong knowledge of SLA Management, Incident/response tools, and Release management.