Service Delivery Manager

Roles & Responsibilities

• Own end-to-end BAU service delivery for EDO applications, platforms, and data services.
• Serve as the primary point of contact for Production Support and L3 Service Operations.
• Ensure compliance with service-level agreements (SLAs), operational KPIs, and governance standards.
• Lead global support teams across multiple regions and time zones.
• Drive operational stability and platform reliability for business-critical data services.
• Establish service management processes aligned with ITIL best practices.
• Lead L3 support teams responsible for critical production applications and data platforms.
• Manage Major Incident (P1/P2) resolution and stakeholder communications.
• Ensure rapid triage and resolution of production issues.
• Oversee root cause analysis (RCA) and preventive action implementation.
• Cook up support activities across Development, Infrastructure, Cloud, Security, and Business teams.
• Drive reduction in recurring incidents through proactive remediation.
• Manage Incident, Problem & Change Management including: Incident Management, Problem Management, Change Management, Release Management, and Service Request Management.
• Lead post-incident reviews and lessons learned sessions.
• Maintain operational runbooks and knowledge repositories.

Data Platform Operations

• Manage operational support for: Enterprise Data Warehouse, Data Lake Platforms, Databricks Environments, Data Integration Solutions, Data Governance Platforms, Analytics and Reporting Platforms.
• Monitor data pipelines.
• Manage data quality issue management.
• Oversee batch processing.
• Monitor platform health.
• Manage data reconciliation and integrity checks.
• Support regulatory reporting.

Stakeholder Management

• Collaborate with: Chief Data Office (CDO), Portfolio Management Teams, Trading & Investment Operations, Data Governance Teams, Business Product Owners, Enterprise Architecture Teams, Infrastructure and Cloud Teams, Compliance & Risk Functions, Service Performance & Governance.
• Track and report: SLA Compliance, Availability Metrics, Incident Trends, MTTR (Mean Time to Resolve), MTBF (Mean Time Between Failures), Service Reliability Metrics, Capacity Utilization, Customer Satisfaction Metrics.

Pay

Salary Range: $110,000 - $140,000 per year