HiringCafe
Posted 5d ago

Service Delivery Manager

@ Ascendion
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Bengaluru, Karnataka, India
HybridFull Time
Responsibilities:owning delivery, managing incidents, improving reliability
Requirements Summary:15+ years in program or delivery management within IT services; experience with cloud (AWS/Azure/GCP), ITIL, SRE principles, monitoring/observability tools, incident/problem/change management, and stakeholder/vendor management.
Technical Tools Mentioned:Splunk, Dynatrace, AppDynamics, Prometheus, Grafana, ELK Stack, New Relic, Java, J2EE, REST, AWS, Azure, GCP, ServiceNow, BMC Remedy, Jira Service Management, CI/CD, DevOps, AIOps, SDLC, ALM
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Job Description
Job Description:

A Service Delivery Leader (SDL) is responsible for end-to-end service delivery for application support, platform operations, and production support environments. This role ensures SLA adherence, operational stability, incident/problem management, proactive monitoring, and continuous service improvement across business-critical systems.
The SDM acts as the primary interface between clients, engineering teams, platform operations, and third-party vendors while driving operational excellence using ITIL best practices, monitoring tools, and automation.

Experience: 15+ Years
Technical Skills & Requirements:

Key Responsibilities
1.Service Delivery & Operations Management
  • Own and govern end-to-end service delivery for application support and platform operations.
  • Ensure compliance with SLAs, OLAs, KPIs, and contractual commitments.
  • Drive 24x7 production support models for mission-critical applications.
  • Conduct regular service reviews, operational dashboards, and executive reporting.
  • Act as an escalation point for major service-impacting issues.
2. Application Support & Production Support
  • Manage L2/L3 application support teams across multiple business applications.
  • Oversee incident, problem, and change management processes.
  • Ensure swift root cause analysis (RCA) and preventive corrective actions.
  • Support production releases, hotfixes, and emergency changes.
  • Coordinate war rooms for critical incidents and major outages.
3.Platform Operations
  • Manage operations of platforms such as cloud (AWS/Azure/GCP), middleware, databases, and DevOps toolchains.
  • Ensure platform availability, performance, scalability, and security.
  • Collaborate with SRE, infrastructure, and DevOps teams to improve reliability.
  • Govern capacity planning, patching, backup, DR, and resilience strategies.
4.Monitoring, Observability & Automation
  • Implement and optimize monitoring and observability tools, including:
  • Splunk
  • Dynatrace
  • AppDynamics
  • Prometheus & Grafana
  • ELK Stack
  • New Relic
  • Drive shift-left and shift-right operational practices.
  • Improve MTTR, MTTD, and system availability using proactive alerting.
  • Lead automation initiatives using scripts, runbooks, and AIOps tools.
5.Stakeholder & Client Management
  • Serve as the trusted partner for clients and internal business stakeholders.
  • Facilitate governance meetings, service reviews, and operational planning.
  • Manage vendor performance and third-party service providers.
  • Translate business requirements into operational delivery models.
6.Continuous Improvement & Governance
  • Drive ITIL-based continual service improvement (CSI) initiatives.
  • Improve process efficiency through standardization and automation.
  • Ensure compliance with audit, security, and regulatory requirements.
  • Mentor and develop service delivery and operations teams.
Key Responsibilities:
  • Strong understanding of application support, production support, and platform operations
  • Experience with cloud infrastructure (AWS/Azure/GCP)
  • Hands-on exposure to monitoring and observability tools
  • Knowledge of DevOps, CI/CD pipelines, and SRE principles
  • Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management
1. Tools & Technologies:
1.Service Delivery & Operations Leadership
  • End-to-End Service Delivery Management (ADM & Support), Application Support (L2/L3) & Production Operations, SLA / KPI / SLO Governance, Major Incident & Escalation Management, Risk, Issue & Dependency Management, Transition & Transformation Management, Cost, Budget & Resource Management, Continuous Service Improvement (CSI)

2.SRE Mindset & Reliability Engineering (Mandatory Exposure)
  • Service Reliability Engineering (SRE) principles, Availability, Reliability, Scalability & Performance management, MTTR / MTTD / Error Budget awareness, Root Cause Analysis (RCA) & Problem Management, Proactive Monitoring & Incident Prevention, Automation-first mindset for support operations, Post-release Hypercare & Production Stabilization

3.Client & Stakeholder Management
  • Client Engagement & Relationship Management, Executive Communication & Escalation Handling, Quarterly / Monthly Business Reviews (QBRs / MBRs), CSAT Management & Service Reporting, Vendor & Third-Party Coordination

4.Agile & Delivery Methodologies
  • Agile / Scrum / SAFe / Kanban, Hybrid Delivery Models (Agile + ITIL), Sprint Planning, Backlog Grooming, Release Management, DevOps & SRE Collaboration Models

5.Application & Platform Knowledge
  • Java & J2EE Applications, Microservices Architecture (REST-based systems), Application Lifecycle Management (SDLC / ALM)

  • Cloud Platforms: AWS / Azure / GCP (Ops & Support view)

  • Production Support for Cloud & Hybrid Environments

Preferred Skills:

  • Experience: 15+ years in program or delivery management roles within IT services.
  • Technical Skills: Deep knowledge of Java technologies, microservices, application lifecycle management, and cloud infrastructure.
  • Agile Proficiency: Extensive experience with Agile delivery practices.
  • Soft Skills: Strong leadership, communication, negotiation, and conflict resolution skills.