Service Delivery Manager
Summary
Oversee IT service delivery for enterprise clients, managing platform deployments, incident response, and SLA compliance across hybrid cloud and on-prem environments.
-Own client service delivery: Be the single point of accountability forplatform deployments, service health, and client satisfaction across multiple accounts.
-Manage platform operations*: Oversee onboarding, monitoring, incident response, patching, and capacity planning for environments.
-Drive governance & SLAs*: Define, track, and report on KPIs, SLAs, uptime, incident MTTR/MTBF, and service quality metrics.
-Lead transitions and go-lives*: Coordinate cross-functional teams for PoCs,cutover, hypercare, and BAU handover.
-Manage escalations*: Act as the escalation point for critical incidents. Workwith SCADA, OT, and Azure cloud teams to resolve root cause fast.
-Continuous improvement*: Identify gaps in delivery, automation, or platformconfig and work with engineering to close them.
-Client engagement*: Run service reviews. Translate technical issues intobusiness impact for client leadership.
-Team leadership*: Coach delivery engineers, 2nd/3rd line support, and juniorPMs. Ensure knowledge transfer and runbooks are maintained.
Required Skills and Experience
Must Have
- 6+ years in *Service Delivery, IT Service Management, or Platform Operations*.
- Experience managing hybrid on-prem/cloud environments.
- Solid grasp of *ITIL v4* practices: Incident, Problem, Change, SLA management.
- Proven track record managing enterprise clients and multi-stakeholder programs.
- Strong stakeholder management and communication skills. You can brief C-level and coach engineers in the same day.
- ITIL Certifications