Service Delivery Manager (SDM)

Job Summary

Responsible for ensuring stable, secure, and reliable system operations post go-live by leading multi-tier support teams and coordinating with customers and vendors to resolve issues within SLAs and maintain system availability.

Responsibilities

• Lead L1, L2, and L3 support teams to triage, resolve, or escalate incidents and service requests within agreed SLAs
• Manage the service desk operations, ensuring ticket quality, proper escalation paths, and adequate shift coverage
• Conduct problem management and root cause analysis to prevent recurring system issues
• Coordinate corrective, preventive, and adaptive maintenance activities, including patching and system upgrades
• Plan and control changes and releases, managing emergency fixes and maintenance windows effectively
• Monitor system health, availability, and performance; respond proactively to alerts and trends
• Lead major incident response efforts, manage communication, and conduct post-incident reviews
• Manage vendor and third-party support relationships to ensure compliance with contractual SLAs
• Maintain runbooks, knowledge base, and operational documentation to empower L1 resolution and reduce escalations
• Ensure system security and compliance by overseeing vulnerability remediation and audit readiness
• Report support performance and maintenance activities during regular service reviews
• Track support budgets, licenses, renewals, and manage the service risk register

Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related field, or equivalent experience
• 5-8 years of experience in application or infrastructure support and maintenance, including at least 2 years in a lead or managerial role
• Experience managing multi-tier support (L1 to L3) for production systems under SLA
• Strong incident, problem, and change management expertise
• Experience coordinating vendors and handling customer escalations
• ITIL 4 Foundation certification, PMP, PRINCE2, or cloud certifications such as AWS or Azure (prefered)

Skills

• Strong ITSM knowledge and tools (e.g. ServiceNow, JIRA Service Management)
• Working knowledge of cloud, infrastructure, monitoring, and application support
• Familiarity with patching, vulnerability management, and DevSecOps practices
• Team leadership, including shift planning and capability development across support tiers
• Clear communication, stakeholder management, and calm decision-making under pressure