Service Delivery Lead

Indianapolis, IN

Service Delivery Manager

• Own and manage end-to-end Tulip support services covering Incident, Request, Change, Access, and Migration Management processes.
• Ensure delivery adherence to agreed scope, service models, and contractual obligations.
• Act as the single point of accountability for service performance and delivery outcomes.
• Lead day-to-day support operations including incident triaging and resolution, service request fulfillment via Service Now, deployment and migration of Tulip applications, and ensuring seamless 24x7 support coverage for production systems.
• Monitor, track, and ensure adherence to SLAs and KPIs; drive operational excellence through trend analysis, backlog management, and service improvements; prepare and present periodic service performance reports.
• Serve as the primary interface between business stakeholders, platform teams, and delivery teams; lead governance forums, service reviews, and executive communication cadences; align service delivery priorities with business objectives and roadmap initiatives.
• Own and manage critical incident escalations, ensuring timely resolution and communication; identify and proactively mitigate delivery risks related to capacity, platform stability, and site rollouts; collaborate with program management and enterprise teams to resolve complex issues.
• Plan and optimize resource allocation based on support demand, ticket trends, and site expansion requirements; manage onsite-offshore delivery model; drive team onboarding, training, and capability development.
• Identify and implement opportunities for process optimization and automation; drive initiatives for proactive monitoring, self‑service, and self‑healing capabilities; enhance service delivery through SOP standardization and workflow improvements.
• Ensure adherence to Tulip SOPs, validation requirements, and regulatory compliance standards; support audit and inspection readiness through documentation, traceability, and process controls; maintain quality standards across all service delivery activities; lead transformation initiatives aligned with digital strategy and the Tower‑X operating model; support expansion of Tulip platform capabilities, integrations, and global rollouts; identify and drive innovation opportunities to improve efficiency and business outcomes.
• Provide structured communication including daily/weekly operational updates, monthly and quarterly service reviews, executive summaries and governance reporting; ensure transparent communication during incidents, outages, and major changes.

• Strong experience in IT service delivery management (L2/L3 support environments).
• Expertise in ITIL processes (Incident, Problem, Change, Release, Service Request).
• Experience managing global delivery models (onsite/offshore).
• Familiarity with Service Now for ITSM operations.
• Understanding of application lifecycle management, deployments, and integrations.
• Strong stakeholder management and communication skills.
• Leadership experience managing cross‑functional teams.
• Problem‑solving, escalation handling, and decision‑making capabilities.
• Quick learner and self‑driven; capable of working with client partners to meet strategic objectives.

• Bachelor of Computer Science.
• 8 to 22 years of experience (subject to role requirements).

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range: $110,000 - $120,000 per year