Senior Service Delivery Manager
Position: Fulltime
Location: Foster City, CA
Duration: Longterm
Job description:
• Lead end-to-end transition programs, including planning, execution, stabilization, and post-go-live governance.
• Define and track transition KPAs, success criteria, cost baselines, and service benchmarks.
• Ensure effective knowledge transfer, stakeholder onboarding, and structured cutover with minimal disruption.
• Govern the transition process with strong risk analysis and continuous improvement planning.
Service Operations & Incident Management
• Lead global 24x7 application support operations across L1, L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.
• Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.
• Define and monitor operational KPIs and SLAs through dashboards, incident trends, and real-time performance metrics.
• Implement proactive monitoring and alerting using AIOps, observability tools, and automation to prevent service disruptions.
• Champion a risk-based operations model, including early warning systems, shift-left strategies, and operational readiness reviews.
• Maintain up-to-date incident response plans, runbooks, and knowledge articles with proper documentation and version control.
Delivery Management & Process Governance
• Oversee end-to-end delivery of managed services, ensuring operational stability, service excellence, and cost-effective execution.
• Provide strategic leadership during major incidents, driving rapid recovery and alignment with business priorities.
• Manage the post-incident lifecycle, including root cause closure, analysis, and transparent stakeholder communication.
• Continuously enhance ITIL-aligned processes (incident, problem, change, and release) to strengthen governance and accountability.
• Define and manage SLA/KPI frameworks to track service quality, performance trends, and customer satisfaction.
• Identify delivery gaps and optimization opportunities, including right-sizing global support models to enable effective 24x7 coverage.
Stakeholder & Executive Communication
• Act as the primary communication bridge between delivery teams and customer/business stakeholders, including CXO-level leadership.
• Facilitate executive connects and governance forums to present service insights and capture feedback.
• Deliver regular reporting packs, including Daily, Weekly, QW (Quality Watch), POP (Point of Performance), and Monthly Dashboards.
Continuous Service Improvement (CSI)
• Drive CSI initiatives by identifying automation, optimization, and service innovation opportunities.
• Leverage AIOps, ServiceNow ITOM, and other tools to streamline operations and reduce MTTR.
• Foster a culture of root cause analysis (RCA) to eliminate repeat issues and improve service predictability.
• Align improvements to goals around performance, quality, cost-efficiency, and customer experience.
Nice to have:
• Experience in Presales - SOW, Proposal, RFP, RFQ, etc.
• Experience in working with US, both at offshore and onsite/ onshore
• Understanding of secure coding practices in software development
• Experience with observability/ analytics (monitoring and logging) tools for effective troubleshooting
• Exposure to machine learning, data engineering, or specialized domains
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