Service Delivery Manager

Key Responsibilities

24/7 Critical Incident Command:

• Response Leadership: Take charge of critical production incidents around the clock, orchestrating task forces for rapid resolution to minimize business impact.
• MTTD & MTTR Focus: Swiftly diagnose complex system flows to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• Resolution Oversight: Coordinate and facilitate end-to-end troubleshooting across multiple teams and technical layers. Stakeholder Communication & Reporting
• Crisis Communication: Publish periodic updates to all stakeholders using standardized templates during outages or high-severity events.
• Executive Reporting: Present metrics and statistics for Sev0/1 incidents to leadership, highlighting impact analysis and trends.
• War Room Management: Establish and maintain recognized command posts (virtual or physical) for streamlined decision-making.

ITSM Process & Post-Incident Management

• RCA Governance: Lead thorough Root Cause Analysis (RCA) sessions and ensure the timely closure of all identified action items.
• Knowledge Management: Maintain and update the Known Error Database (KEDB) and ensure incident documentation is preserved for future learning.
• Process Improvement: Continuously refine incident management playbooks, trigger rules, and workflows within ITSM tools like ServiceNow.

Candidate Requirements

Experience & Qualifications

• Professional Background: 3 to 5 years of experience in technical leadership, specifically managing large-scale application support or infrastructure programs.
• Educational Foundation: Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Shift Model: Proven ability to work effectively in a 24/7 rotational model.
  

Technical & Process Expertise

• ITSM Mastery: Intermediate knowledge of ITIL frameworks (Incident, Problem,