Role Overview
The Service Delivery Manager (SDM) is accountable for the end-to-end governance, delivery, and continual improvement of managed IT services across both underlay and overlay environments (network, infrastructure, cloud, and security). The SDM ensures operational excellence through disciplined process management, proactive stakeholder engagement, and alignment with ITIL, ISO, and customer governance standards.
The SDM plays a dual role, strategic partner to the customer and operational leader to internal teams driving performance, compliance, and continuous service maturity.
Key Responsibilities:
Service Delivery & Operational Excellence
- Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
- Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
- Maintain service continuity and incident response readiness, including after-hours escalation management.
- Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
- Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).
ITIL Governance, Risk & Compliance
- Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
- Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
- Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
- Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
- Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
- Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.
Stakeholder & Customer Management
- Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
- Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
- Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
- Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
- Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.
Operational Support & Coordination
- Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
- Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
- Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
- Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
- Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper-care, acceptance testing).
Reporting, Metrics, and Compliance
- Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
- Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
- Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
- Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real-time health visibility.
People & Resource Management
- Manage and mentor shared pools of engineers (L1–L3) across multiple service domains.
- Oversee workload allocation, shift rosters, and on-call readiness, ensuring 24×7 coverage and staff well-being.
- Lead performance reviews, coaching plans, and skill development, aligning to service needs and ITIL maturity goals.
- Support hiring, onboarding, and succession planning to maintain operational stability.
Strategic Service Improvement & Transformation
- Lead service transformation initiatives, aligning operations to cloud-native and automation-first models.
- Collaborate with solution architects and PMO to ensure smooth service transition and continual improvement.
- Drive efficiency gains through SOP refinement, AI-Ops, automation, and proactive monitoring adoption.
- Support leadership in developing innovation roadmaps and service maturity frameworks.
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
- Proven experience managing multi-agency or multi-customer clusters with shared operational teams
Technical Expertise:
- Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
- Proficient in ITIL v4 processes and governance; ITIL certification preferred.
- Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
- Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).
- Experience in change control, incident RCA, and problem management.
- Working knowledge of compliance standards (ISO27001, ITSM audit, or GovTech OCP/ORA).
Soft Skills:
- Strong leadership and communication skills with the ability to influence cross-functional teams.
- Excellent stakeholder engagement and customer relationship management.
- Analytical mindset with a continuous improvement and risk mitigation focus.
- Ability to manage multiple priorities in a fast-paced environment.
