Service Delivery Manager
Atlanta GA
We are seeking an experienced and results-driven Service Delivery Manager to lead and manage the Production Support Service Delivery for an enterprise test environment platform operations. The ideal candidate will have prior experience overseeing large-scale support operations, including managing a team of approximately 100+ resources, ensuring high-quality, stable, and efficient support services 24x7. This role requires deep expertise in IT Service Management, stakeholder communication, and delivery governance across distributed teams.
Key Responsibilities:
Service Delivery Management: o Oversee end-to-end delivery of production support services across the enterprise platform and infrastructure. o Ensure SLA adherence, uptime, performance, and incident resolution targets are consistently met. o Implement and improve ITIL-aligned processes (incident, problem, change, and release management).
Team Management: o Lead a global support team of 100+ professionals including L1, L2, L3 support engineers, leads, and managers. o Foster a culture of accountability, continuous improvement, and operational excellence. o Drive workforce planning, hiring, onboarding, and performance management.
Stakeholder & Customer Engagement: o Serve as the primary point of contact for senior stakeholders, ensuring transparent communication and timely issue resolution. o Regularly provide operational updates, risk assessments, and service performance reports.
Operational Excellence & Governance: o Define and monitor KPIs, SLAs, and OLAs. o Identify areas of improvement and drive automation, efficiency, and process enhancements. o Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards.
Crisis & Escalation Management: o Lead the resolution of high-impact incidents, coordinating across teams to minimize business disruption. o Own major incident communication and root cause analysis reporting. o Communication with all stakeholders and leadership
Required Qualifications & Skills:
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