Service Delivery Manager -Production Support

The Service Delivery Manager (SDM) is responsible for day-to-day delivery and governance of production support services, ensuring service stability, SLA compliance, and client satisfaction. The SDM acts as the operational owner for incident, problem, and change management processes and coordinates across delivery teams and client stakeholders.

Responsibilities

Service Governance & Reporting

Conduct daily,weekly operational reviews and monthly service reporting (SLA, KPI, CSAT).

Manage escalations and ensure timely resolution of critical incidents.

Operational Management

Oversee Incident, Problem, Change processes and ensure adherence to ITIL standards.

Drive root cause analysis and preventive measures to reduce recurring issues.

Maintain runbooks, SOPs, and knowledge base for supported applications.

Client & Stakeholder Engagement

Serve as primary contact for client operations teams manage expectations and communications.

Support governance forums (Operational and Program level) and provide actionable insights.

Continuous Improvement

Identify automation opportunities and implement process improvements.

Monitor service trends and recommend optimizations for cost and performance.

Required Skills & Experience

20 years in IT service delivery with strong production support background.

Expertise in ITIL processes, SLA management, and incident problem resolution.

Strong stakeholder management and communication skills.

Success Metrics

SLA compliance and reduction in MTTR.

Improved CSAT and reduced escalations.

Increased automation coverage and knowledge base utilization.