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.

• Ensure the efficient and professional delivery of hospitality for clients' critical systems.

• Facilitate Technical Review Board meetings for change evaluations across the cloud business unit.

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

• Initiate incident-response swarms when anomalies are identified.

• Enforce alert suppression and verify pre-change baselines along with post-change comparisons.

• Oversee validation against the Validation Test Library's pass/fail criteria and evidence.

• Authorize or reject final change closures based on monitoring, closure windows, and evidence.

• Activate rollback procedures based on pre-agreed triggers and escalate exceptions to the Tower Leader.

• Carry forward open items during shift handovers with designated owners.

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

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

• Conduct team stand-ups and manage handovers across shifts and teams.

• Allocate resources effectively across teams to resolve issues efficiently.

• Identify and implement improvements to operational processes.

• Assist Shift Site Reliability Engineers with client communications and escalations.

• Drive KPI outcomes for alerts, monitoring tools, and case/ServiceNow metrics.

• Own and enhance the complete change governance process, intake template, and Validation Test Library.

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

• Provide performance feedback and oversee attendance and participation.

• Report monthly on change management, incidents, rollbacks, process exceptions, cases, ServiceNow, and alerting metrics.

• Produce a bi-weekly control deck for the change management team.

⛳️ Requirements

• Senior operations role.

• Capability to lead rotational teams and collaborate with duty managers.

• Ability to support over 100 clients on a rotating shift schedule.

• Experience or capability in change management governance.

• Ability to chair Technical Review Board meetings.

• Proficiency in overseeing change implementation, validation, and closure.

• Capability to provide 24x7 monitoring during post-change stability windows.

• Ability to manage major incidents, critical issues, client requests, incidents, and problems.

• Experience in conducting stand-up calls and managing handovers between shifts and teams.

• Skills in resource allocation and operational process improvements.

• Ability to support client communications and escalations.

• Familiarity with KPIs, alerting, monitoring tools, case management, and ServiceNow (SNOW) metrics.

• Skills in assessing risk classification, architectural impact, rollback adequacy, and monitoring plans.

• Ability to supervise employee attendance, participation, performance, and rotating shifts.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to support work-life balance.

• A collaborative and inclusive work environment.