Service Delivery Manager

The MuleSoft Service Delivery Manager is responsible for ensuring high-quality, reliable, and efficient delivery of MuleSoft integration services across our customers.

This role oversees the end-to-end service lifecycle—including operations, incident management, problem resolution, change governance, customer communication, and continuous improvement—while ensuring alignment with SLAs, ITIL processes, and MuleSoft best practices.

The role requires strong service management capabilities, deep understanding of the MuleSoft platform, and the ability to guide cross-functional teams in a fast-paced integration environment.

Key responsibilities:

• Monitor and manage MuleSoft support and delivery teams to ensure optimal service quality and SLA adherence.
• Maintain high performance levels across support processes (L1/L2/L3), ensuring timely resolution of incidents, problem tickets, and service requests.
• Take ownership of critical incidents, coordinate with MuleSoft developers, architects, DevOps teams, and customer SMEs, and ensure transparent communication throughout resolution.
• Ensure all service management processes (incident, change, problem, release) follow ITIL and MuleSoft operational standards.
• Implement, track, and continuously improve service delivery frameworks, operational runbooks, SOPs, and governance models.
• Good understanding of MuleSoft Anypoint Platform (API Gateway, CloudHub, RTF, API Manager, Anypoint Monitoring).
• Familiarity with API-led connectivity, integration patterns, API lifecycle governance, and DevOps processes.
• Ability to collaborate meaningfully with MuleSoft architects, developers, and DevOps teams.
• Oversee health, performance, and operational stability of MuleSoft runtimes (CloudHub 1.0/2.0, RTF, Hybrid).
• Ensure API governance compliance across deployments, policies, monitoring dashboards, and SLA definitions.
• Work closely with architects to review platform usage, API performance, security posture, and capacity planning.
• Drive proactive monitoring and alerting using Anypoint Monitoring, Runtime Manager, CloudHub logs, and customer observability tools.
• Serve as the primary point of contact for service delivery discussions with customers.
• Conduct weekly and monthly governance calls, present service performance, SLA adherence, API performance metrics, and improvement actions.
• Maintain strong customer relationships and ensure high satisfaction with integration services.