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Service Delivery Manager
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-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
Job ID: 151950839
Skills:
Itsm, Patch Management, Networking, Storage, Itil, Backup Solutions, Servers, automation, inventory discovery, cloud platforms, remote access, billing integration, SLA tracking, RMM platforms
Skills:
Service Delivery Management, Change Management, Major Incident Management, Itil, Problem Management, Operational Excellence, Continuous Improvement, SIAM, Service Governance, Infrastructure Operations, Vendor Management, Contract Commercial Governance, Agile Delivery, Lean Six Sigma, Risk Management, executive reporting, SLA KPI Management, Service Management Office SMO, Stakeholder Management, IT Service Management ITSM
Skills:
automation, Problem Management, Itil, service delivery governance, service reviews, Pmp, vendor management, Java-based systems, Process Improvements
Skills:
Itil Framework, Information Systems, Scrum, Information Technology, PMP certifications, Computer Science, IT System Operations Maintenance
Skills:
O365, Application Deployment, Project Management, Sharepoint, Infrastructure operations, IT Service management processes
