Service Delivery Manager – Data & Analytics Managed Services

Location: Reading or Exton PA (Hybrid / On-site)

Core Technologies: Talend AWS Snowflake

Model: Managed Services / Production Support

We are seeking an experienced Service Delivery Manager to oversee the delivery of data platform and analytics services within a managed services framework. The ideal candidate will bridge the gap between technical operations and customer satisfaction managing production support for environments built on Talend AWS and Snowflake. As the primary point of contact you will be responsible for operational rigor stakeholder management and ensuring seamless service continuity through consistent reporting and communication.

• Service Ownership: Own end-to-end delivery for assigned accounts ensuring strict adherence to SLAs KPIs and contractual commitments.
• Production Oversight: Manage and lead production support operations for enterprise data platforms (Talend Snowflake AWS).
• Customer Engagement: Act as the primary face of the organization; prepare and deliver daily status reports operational metrics and incident summaries.
• ITSM Leadership: Lead incident problem and change management activities within the managed services environment.
• Team Coordination: Synchronize efforts between technical infrastructure and support teams to resolve service requests and incidents promptly.
• Performance Monitoring: Proactively identify risks monitor service health and implement mitigation and improvement plans.
• Governance: Conduct regular service review meetings and ensure compliance with delivery processes and escalation procedures.
• Continuous Improvement: Drive initiatives to enhance service quality operational efficiency and overall customer satisfaction.

• Experience: 12 years of total IT experience with 3 4 years specifically in a Service Delivery Manager or customer-facing delivery role.
• Domain Expertise: Proven track record in a Managed Services model with a strong understanding of production support for data platforms.
• Technical Literacy: Functional or hands-on knowledge of Talend Snowflake and AWS.
• Operational Excellence: Expert-level experience managing incidents SLAs escalations and complex service reporting.
• Communication: Exceptional verbal and written communication skills including the ability to create executive-level dashboards and daily reports.
• Leadership: Strong organizational and problem-solving skills with the ability to lead cross-functional teams across development and operations.