Service Delivery Manager

-Own client service delivery: Be the single point of accountability forplatform deployments, service health, and client satisfaction across multiple accounts.

-Manage platform operations*: Oversee onboarding, monitoring, incident response, patching, and capacity planning for environments.

-Drive governance & SLAs*: Define, track, and report on KPIs, SLAs, uptime, incident MTTR/MTBF, and service quality metrics.

-Lead transitions and go-lives*: Coordinate cross-functional teams for PoCs,cutover, hypercare, and BAU handover.

-Manage escalations*: Act as the escalation point for critical incidents. Workwith SCADA, OT, and Azure cloud teams to resolve root cause fast.

-Continuous improvement*: Identify gaps in delivery, automation, or platformconfig and work with engineering to close them.

-Client engagement*: Run service reviews. Translate technical issues intobusiness impact for client leadership.

-Team leadership*: Coach delivery engineers, 2nd/3rd line support, and juniorPMs. Ensure knowledge transfer and runbooks are maintained.

Required Skills and Experience

Must Have

- 6+ years in *Service Delivery, IT Service Management, or Platform Operations*.

- Experience managing hybrid on-prem/cloud environments.

- Solid grasp of *ITIL v4* practices: Incident, Problem, Change, SLA management.

- Proven track record managing enterprise clients and multi-stakeholder programs.

- Strong stakeholder management and communication skills. You can brief C-level and coach engineers in the same day.

- ITIL Certifications