Service Delivery Manager
Service Delivery Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Service Delivery Manager
Atlanta GA
We are seeking an experienced and results-driven Service Delivery Manager to lead and manage the Production Support Service Delivery for an enterprise test environment platform operations. 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.
Key Responsibilities:
Service Delivery Management: o Oversee end-to-end delivery of production support services across the enterprise platform and infrastructure. o Ensure SLA adherence uptime performance and incident resolution targets are consistently met. o Implement and improve ITIL-aligned processes (incident problem change and release management).
Team Management: o Lead a global support team of 100 professionals including L1 L2 L3 support engineers leads and managers. o Foster a culture of accountability continuous improvement and operational excellence. o Drive workforce planning hiring onboarding and performance management.
Stakeholder & Customer Engagement: o Serve as the primary point of contact for senior stakeholders ensuring transparent communication and timely issue resolution. o Regularly provide operational updates risk assessments and service performance reports.
Operational Excellence & Governance: o Define and monitor KPIs SLAs and OLAs. o Identify areas of improvement and drive automation efficiency and process enhancements. o Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards.
Crisis & Escalation Management: o Lead the resolution of high-impact incidents coordinating across teams to minimize business disruption. o Own major incident communication and root cause analysis reporting. o Communication with all stakeholders and leadership
Required Qualifications & Skills:
- 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
- Strong knowledge and experience in APIs Cloud Kubernetes
- 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 skill
- Strong analytical mindset with ability to leverage data for decision-making
- Experience in Agile/DevOps environments is a plus.
Employment Type
Full-time
