Service Delivery Manager

Service Delivery Manager

Must Have Technical/Functional Skills

Data Bricks , EBT ,Airflow , Asset Management exp

Roles & Responsibilities

We are seeking an experienced Service Delivery Manager (SDM) to lead Business-As-Usual (BAU) Operations, Production Support, and L3 Application/Data Platform Support within the Enterprise Data Office (EDO) organization supporting Asset Management business functions.

The SDM will be accountable for end-to-end service delivery, production stability, incident and problem management, service governance, operational excellence, SLA adherence, stakeholder communication, and continuous improvement

initiatives across enterprise data platforms and business-critical applications.

The ideal candidate will possess strong expertise in Asset Management operations, Enterprise Data Platforms, Incident Management, ITIL Service Management,

Data Operations, Cloud Platforms (Azure/AWS), Databricks, and Data Governance.

• Own end-to-end BAU service delivery for EDO applications, platforms, and data services.

• Serve as the primary point of contact for Production Support and L3 Service Operations.

• Ensure compliance with service-level agreements (SLAs), operational KPIs, and governance standards.

• Lead global support teams across multiple regions and time zones.

• Drive operational stability and platform reliability for business-critical data services.

• Establish service management processes aligned with ITIL best practices.

• Lead L3 support teams responsible for critical production applications and data platforms.

• Manage Major Incident (P1/P2) resolution and stakeholder communications.

• Ensure rapid triage and resolution of production issues.

• Oversee root cause analysis (RCA) and preventive action implementation.

• Coordinate support activities across Development, Infrastructure, Cloud, Security, and Business teams.

• Drive reduction in recurring incidents through proactive remediation.

• Incident, Problem & Change Management

• Manage:

• Incident Management

• Problem Management

• Change Management

• Release Management

• Service Request Management

• Lead post-incident reviews and lessons learned sessions.

• Ensure proper change governance and production readiness reviews.

• Minimize operational risk associated with releases and platform changes.

• Maintain operational runbooks and knowledge repositories.

• ________________________________________

• Data Platform Operations

• Manage operational support for:

• Enterprise Data Warehouse

• Data Lake Platforms

• Databricks Environments

• Data Integration Solutions

• Data Governance Platforms

• Analytics and Reporting Platforms

• Key responsibilities include:

• Monitoring data pipelines

• Data quality issue management

• Batch processing oversight

• Platform health monitoring

• Data reconciliation and integrity checks

• Regulatory reporting support

• ________________________________________

• Stakeholder Management

• Collaborate with:

• Chief Data Office (CDO)

• Portfolio Management Teams

• Trading & Investment Operations

• Data Governance Teams

• Business Product Owners

• Enterprise Architecture Teams

• Infrastructure and Cloud Teams

• Compliance & Risk Functions

• Service Performance & Governance

• Track and report:

• SLA Compliance

• Availability Metrics

• Incident Trends

• MTTR (Mean Time to Resolve)

• MTBF (Mean Time Between Failures)

• Service Reliability Metrics

• Capacity Utilization

• Customer Satisfaction Metrics

• Continuous Improvement & Automation