Service Delivery Manager; Enterprise cloud platform & data bricks & data governance

Service Delivery Manager

Must have technical/functional skills Data Bricks, EBT, Airflow, Asset Management exp

Roles & Responsibilities We are seeking an experienced Service Delivery Manager (SDM) to lead Business-As-Usual (BAU) Operations, Production Support, and L3 Application/Data Platform Support within the Enterprise Data Office (EDO) organization supporting Asset Management business functions. The SDM will be accountable for end-to-end service delivery, production stability, incident and problem management, service governance, operational excellence, SLA adherence, stakeholder communication, and continuous improvement initiatives across enterprise data platforms and business-critical applications.

The ideal candidate will possess strong expertise in Asset Management operations, Enterprise Data Platforms, Incident Management, ITIL Service Management, Data Operations, Cloud Platforms (Azure/AWS), Databricks, and Data Governance.

• Own end-to-end BAU service delivery for EDO applications, platforms, and data services.
• Serve as the primary point of contact for Production Support and L3 Service Operations.
• Ensure compliance with service-level agreements (SLAs), operational KPIs, and governance standards.
• Lead global support teams across multiple regions and time zones.
• Drive operational stability and platform reliability for business-critical data services.
• Establish service management processes aligned with ITIL best practices.
• Lead L3 support teams responsible for critical production applications and data platforms.
• Manage Major Incident (P1/P2) resolution and stakeholder communications.
• Ensure rapid triage and resolution of production issues.
• Oversee root cause analysis (RCA) and preventive action implementation.
• Coordinate support activities across Development, Infrastructure, Cloud, Security, and Business teams.
• Drive reduction in recurring incidents through proactive remediation.

Incident, Problem & Change Management

• Manage:
  Incident Management, Problem Management, Change Management, Release Management, Service Request Management
• Lead post-incident reviews and lessons learned sessions.
• Ensure proper change governance and production readiness reviews.
• Minimize operational risk associated with releases and platform changes.
• Maintain operational runbooks and knowledge repositories.

Data Platform Operations

• Manage operational support for:
  Enterprise Data Warehouse, Data Lake Platforms, Databricks Environments, Data Integration Solutions, Data Governance Platforms, Analytics and Reporting Platforms
• Key responsibilities include:
  
  Monitoring data pipelines, Data quality issue management, Batch processing oversight, Platform health monitoring, Data reconciliation and integrity checks, Regulatory reporting support

Stakeholder Management

• Collaborate with:
  Chief Data Office (CDO), Portfolio Management Teams, Trading & Investment Operations, Data Governance Teams, Business Product Owners, Enterprise Architecture Teams, Infrastructure and Cloud Teams, Compliance & Risk Functions
• Service Performance & Governance
• Track and report: SLA Compliance, Availability Metrics, Incident Trends, MTTR (Mean Time to Resolve), MTBF (Mean Time Between Failures), Service Reliability Metrics, Capacity Utilization, Customer Satisfaction Metrics, Continuous Improvement & Automation