Service Delivery Manager

Key Responsibilities

Delivery & Operations

• Own day-to-day delivery of L2/L2.5 support across multiple IM platforms.

• Ensure SLA adherence, 24x7 availability, and effective incident/problem management.

• Manage major incidents, escalations, communication bridges, and RCA governance.

• Oversee release readiness, environment health, batch stability, and change coordination.

Stakeholder Management

• Act as the single point of contact for Business, App Owners, and Technology Leads.

• Provide clear reporting, dashboards, and proactive communication on operational health.

• Drive alignment on priorities, risks, and improvement opportunities.

Team Leadership

• Lead and manage a support team of ~50 engineers across L1.5/L2/L2.5.

• Define delivery metrics, KPIs, and governance routines.

• Mentor tea...