Delivery Manage - Production Support
Delivery Manage - Production Support
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Salary Not Disclosed
1 Vacancy
Job Description
Location: TX/WA
- We are seeking an experienced and results-driven Delivery Manager to lead and manage the Production Support Service Delivery for a mission-critical Application Suite.
- The ideal candidate will have prior experience overseeing large-scale support operations including managing a team of approximately 100 resources ensuring high-quality stable and efficient support services 24x7.
- This role requires deep expertise in IT Service Management stakeholder communication and delivery governance across distributed teams.
- Oversee end-to-end delivery of production support services across the enterprise platform and infrastructure.
- Ensure SLA adherence uptime performance and incident resolution targets are consistently met.
- Implement and improve ITIL-aligned processes (incident problem change and release management).
- Lead a global support team of 100 professionals including L1 L2 L3 support engineers leads and managers.
- Foster a culture of accountability continuous improvement and operational excellence.
- Drive workforce planning hiring onboarding and performance management.
- Serve as the primary point of contact for senior stakeholders ensuring transparent communication and timely issue resolution.
- Regularly provide operational updates risk assessments and service performance reports.
- Define and monitor KPIs SLAs and OLAs.
- Identify areas of improvement and drive automation efficiency and process enhancements.
- Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards.
- Lead the resolution of high-impact incidents coordinating across teams to minimize business disruption.
- Own major incident communication and root cause analysis reporting.
- Communication with all stakeholders and leadership
- 12 years of experience in IT service delivery or production support with at least 5 years in a leadership role.
- Proven track record of managing large-scale production support environments (preferably enterprise platforms like SAP Oracle Salesforce or custom enterprise systems).
- Strong knowledge and experience in APIs
- Telco experience
- Experience managing globally distributed teams of 100 FTEs.
- Strong understanding of ITIL framework (ITIL certification preferred).
- Demonstrated experience in stakeholder management service governance and delivery metrics.
- Excellent problem-solving communication and organizational skills.
- Strong analytical mindset with ability to leverage data for decision-making.
- Experience in Agile/DevOps environments is a plus.
Employment Type
Full-time
