Senior Service Delivery Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Lead rotational teams and collaborate with duty managers to support over 100 clients.

• Implement and oversee change management activities within the cloud business unit.

• Organize Technical Review Board meetings to facilitate change reviews across the cloud business unit.

• Staff and manage the Hosting Response Bridge with 24x7 monitoring during post-change stability periods.

• Initiate response swarms upon the detection of anomalies.

• Enforce alert suppression protocols and verify pre-change baselines alongside post-change comparisons.

• Supervise validation against the Validation Test Library criteria, including necessary application and technical validation for production changes.

• Approve or deny final change closure based on agreed-upon closure windows, HRB observations, and complete evidence.

• Initiate rollbacks based on pre-defined triggers and escalate exceptions to the Tower Leader.

• Carry forward open items during shift handovers with clearly defined owners.

• Identify and resolve major incidents and critical issues during assigned shifts.

• Ensure prompt and professional resolution of client requests, incidents, and problems.

• Conduct team stand-up meetings and manage handovers between shifts and teams.

• Allocate resources efficiently across teams to address issues effectively.

• Identify and implement improvements in operational processes.

• Assist Shift Site Reliability Engineers with client communications and escalation processes.

• Drive alerting, monitoring, case management, and ServiceNow metrics in alignment with agreed KPIs.

• Own and continuously enhance the end-to-end change process, intake template, and Validation Test Library.

• Monitor and report TRB gate-hold and rework rates on a monthly basis.

• Provide performance feedback, oversee attendance and participation, and motivate employees on rotating shifts.

• Report on peer-review SLA breaches, TRB metrics, closure refusals, change success and incident rates, rollback metrics, process exceptions, case/SNOW KPIs, and alerting KPIs.

• Deliver bi-weekly reports through the change management team control deck.

⛳️ Requirements

• Senior operations experience as indicated by the Sr Service Delivery Manager role; specific years are not specified.

• Proven ability to lead rotational teams and collaborate with duty managers to support over 100 clients.

• Willingness to work rotating shifts and provide 24x7 monitoring support.

• Experience or ability in governance of change management and cloud operations.

• Competence in chairing Technical Review Board meetings and evaluating risk classification, architectural impact, rollback adequacy, and monitoring strategies.

• Skills in overseeing change implementation, validation, closure, and rollback processes.

• Expertise in managing major incidents, critical issues, client requests, incidents, and problems.

• Ability to conduct shift handovers, stand-up meetings, resource allocation, and operational process enhancements.

• Capability to drive KPIs related to alerts, monitoring tools, and ServiceNow (SNOW) metrics.

• Capacity to provide performance feedback to employees, supervise attendance, and motivate those on rotating shifts.

• Experience in preparing monthly and bi-weekly change management reports.

• Knowledge of the Validation Test Library's pass/fail criteria and evidence requirements.

• Proficiency in communicating with clients and managing escalations.

🏝️ Benefits

• Competitive salary and compensation package.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive work environment.