Service Delivery Manager

Key Responsibilities
24/7 Critical Incident Command
Response Leadership Take charge of critical production incidents around the
clock orchestrating task forces for rapid resolution to minimize business impact.
MTTD & MTTR Focus Swiftly diagnose complex system flows to reduce Mean
Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
Resolution Oversight Coordinate and facilitate end-to-end troubleshooting
across multiple teams and technical layers.
Stakeholder Communication & Reporting
Crisis Communication Publish periodic updates to all stakeholders using
standardized templates during outages or high-severity events.
Executive Reporting Present metrics and statistics for Sev0/1 incidents to
leadership highlighting impact analysis and trends.
War Room Management Establish and maintain recognized command posts
(virtual or physical) for streamlined decision-making.

ITSM Process & Post-Incident Management
RCA Governance Lead thorough Root Cause Analysis (RCA) sessions and
ensure the timely closure of all identified action items.
Knowledge Management Maintain and update the Known Error Database
(KEDB) and ensure incident documentation is preserved for future learning.
Process Improvement Continuously refine incident management playbooks
trigger rules and workflows within ITSM tools like ServiceNow.

Candidate Requirements
Experience & Qualifications
Professional Background 3 to 5 years of experience in technical leadership
specifically managing large-scale application support or infrastructure programs.
Educational Foundation Bachelors degree in Computer Science Engineering or
a related technical field.
Shift Model Proven ability to work effectively in a 24/7 rotational model.
Technical & Process Expertise
ITSM Mastery Intermediate knowledge of ITIL frameworks (Incident Problem