Service Delivery Manager
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Job Location:
Atlanta, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
