Service delivery manager

Total Experience - 10+ Years

Notice Period - Immediate

Location - Kochi

Work mode - Hybrid

Role Overview

We are looking for an experienced Service Delivery Manager to lead end-to-end delivery of enterprise digital support services across web, mobile, and CRM (Salesforce) platforms. The role will be responsible for managing multi-layered support operations (Monitoring, L1, L2, and Dev coordination), driving SLA adherence, operational governance, and continuous service improvement, while working closely with business and technology stakeholders.

A key focus area for this role is to optimize support operations through automation, Virtual Agent (VA) implementation, and process improvements, enabling scalable and proactive service delivery.

Key Responsibilities

1. Service Delivery & Operations Management

Own end-to-end support delivery across: Monitoring / Proactive alerts L1 / L2 support teams Dev coordination and escalations Manage a cluster-based support model across multiple application areas Ensure effective ticket lifecycle management from intake to closure Drive structured daily operations governance (standups, backlog, SLA reviews)

2. SLA Management & Governance

Own and drive Response and Resolution SLA performance Ensure SLA is used as an operational control mechanism, not just reporting Proactively manage: Aging tickets SLA risks and breach recovery Present Daily / Weekly / Monthly service performance reports

3. Jira Service Management (JSM) Ownership

Drive adoption of JSM as a single intake channel Ensure: Proper ticket categorization and prioritization Data quality and mandatory field compliance Define and optimize: Workflows Automation rules SLA configurations Build and manage dashboards and reports for: SLA performance Resource productivity Queue health

4. Salesforce Support Management

Manage support operations across Salesforce CRM ecosystem Understand functional and technical aspects including: Sales / Service processes Case management workflows Integrations and dependencies Coordinate with Dev teams for defect resolution and enhancements

5. Monitoring & Incident Management

Oversee proactive monitoring and alert management Define SOPs for: Incident creation and prioritization Alert deduplication and handling Lead major incident management (war room / escalation governance)

6. Process Optimization & Automation

Drive continuous improvement initiatives including: SOP and Runbook standardization Knowledge Base maturity Lead implementation of: Virtual Agent (VA) / chatbot solutions for L0 automation Identify opportunities for: Auto-remediation Reduction of repeat incidents Efficiency improvements

7. Stakeholder & Client Management

Act as the primary interface for business and technology stakeholders Manage: Service reviews Executive reporting Escalation handling Provide insights and recommendations for service improvement

8. Team & Resource Management

Manage and lead 40–60 member distributed teams Ensure: Effective workload distribution Shift and capacity planning Performance tracking and mentoring

9. Reporting & Analytics

Develop and present dashboards covering: SLA performance (priority-wise) Incident and Service Request trends Resource productivity Ensure data accuracy and actionable insights for stakeholders

Required Skills & Experience

Strong experience in enterprise application support / managed services Hands-on experience with: Jira Service Management (JSM) Salesforce support operations Proven experience managing large teams (40+ resources) Strong understanding of: ITIL processes (Incident, Problem, Change) SLA management and service governance Experience in dashboarding and reporting tools Demonstrated experience in stakeholder management (business & CXO level)

Preferred / Good to Have

Experience implementing Virtual Agent / chatbot solutions Exposure to AIOps / automation frameworks Experience with monitoring tools (e.g., Datadog or similar) Experience in digital platforms (web/mobile + integrations ecosystem)