Service Delivery Manager
Core
Focal point for major issue management, incident restoration, and service availability to ensure SLA commitments are met for mission-critical systems.
Role type
Senior Service Delivery Manager (IT Operations)
Builds
End-to-end customer-centric service delivery and operational efficiency for mission-critical infrastructure and applications.
Domain
Financial Services / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident management, SLA monitoring, stakeholder communication, root-cause analysis, change deployment, strategic advisory, resource management, performance monitoring, process improvement, risk management
Preferred skills
IT Operations standards, 3rd party vendor coordination, automated system monitoring, knowledge base development, industry trend analysis
Technologies
Automated systems, instrumentation, IT Operations tools
Responsibilities
Monitor and restore service for infrastructure and applications 24/7/365; Provide initial triage and fast turnaround for issue resolution; Coordinate incident management and engage 3rd party providers; Deploy changes to production environments; Act as trusted advisor for strategic business decisions; Lead execution of operational programs and strategic initiatives; Monitor technical infrastructure and business transactions; Provide inbound call assistance for technical needs; Promote adherence to standards and best practices; Identify opportunities to strengthen operational capability.
Seniority
Senior, hands-on IC with strategic input
