Senior Service Delivery Manager

About the Role

We are looking for an experienced Service Delivery Manager (SDM) to own production support and service delivery for mission-critical data and application platforms. Based in Gurugram, this role combines hands-on technical depth with strong people leadership, and is accountable for platform stability, SLA performance, and continuous improvement through automation.

Experience

Required:

12+ years, with significant experience leading production support / service delivery teams.

Key Responsibilities

Incident & Problem Management:
Oversee resolution of high-priority (P1/P2) production outages, drive root cause analysis (RCA), and ensure permanent fixes are implemented.
SLA & Metric Governance:
Track and enforce Service Level Agreements (SLAs) for response and resolution times; report key performance indicators (KPIs) to leadership.
People & Team Leadership:
Manage 16/7 or rotational support schedules, mentor support engineers, conduct performance reviews, and handle hiring.
Automation & Continuous Improvement:
Replace manual tasks and recurring fixes with automation scripts, self-healing tools, and improved monitoring frameworks.
Cross-Team

Collaboration:

Partner with core software development, Dev Ops, and product teams to review upcoming deployments, assess release readiness, and feed back stability pain points.

Technical Skills

Good experience with modern Big Data technologies (Hadoop) and IBM Data Stage.
Hands-on experience with log analysis and monitoring tools (Splunk).
Strong database skills (SQL).
Scripting and programming experience (Python, Java).

What We Offer

The opportunity to lead a high-impact support organisation for enterprise-scale data platforms, work with modern big data and automation tooling, and grow within a collaborative, engineering-driven environment.