Service Delivery Manager

Skills

• Proven experience leading global delivery teams across Onsite, Offshore, and Nearshore locations.
• End-to-end Infrastructure Service Delivery Management
• ITIL Framework (Incident, Problem, Change, Request, Knowledge, Service Level Management)
• ServiceNow ITSM and reporting
• Service Delivery Governance and Operations Management
• Infrastructure Operations (Network, Server, Database, Cloud, Storage, Backup, End User Computing)
• Major Incident Management and Escalation Handling
• Service Level Agreement (SLA) and KPI Management
• Vendor and Stakeholder Management
• Transition and Transformation Management
• Service Desk, Core Datacenter towers (Windows, Unix, Database, Storage, Network, Voice)
• IT Operations Monitoring and Command Center Management
• Risk, Compliance, Audit, and Security Governance
• Cloud Platforms (Azure) and Hybrid Infrastructure
• Budget, Financial, and Resource Management
• Automation, Shift-Left, and Continuous Service Improvement (CSI)

Responsibilities

• Lead Service Delivery across Onsite, Offshore, and Nearshore teams ensuring seamless service execution.
• Own service performance against SLAs, KPIs, and contractual commitments.
• Manage Incident, Problem, Change, and Request Management processes.
• Drive Major Incident resolution and executive communications.
• Establish operational governance with customers, vendors, and internal teams.
• Lead weekly, monthly, and quarterly service reviews.
• Identify and execute service improvement and automation opportunities.
• Ensure infrastructure availability, reliability, and performance.
• Manage customer escalations and drive timely resolution.
• Oversee resource planning, utilization, and capacity management.
• Support audits, compliance, security, and risk management initiatives.
• Drive transition, transformation, and modernization programs.
• Monitor service health, backlog, aging tickets, and operational metrics.
• Collaborate with Offshore team, Technical architects and Tower leads to resolve complex issues.
• Lead peak season readiness, business continuity, and disaster recovery planning.

Benefits

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Aut& Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Pay

Salary range: $120,000-$150,000 per year.