Global Service Delivery Manager

Service Delivery Manager — Cloud Services:

SDM to lead day-to-day service delivery for our SaaS products. This person owns SLAs/SLOs, incident & change management, and executive-level client communications. Must be excellent with customers, credible with engineers, and comfortable jumping into logs, dashboards, and runbooks to unblock issues. Experience in regulated or enterprise environments preferred. Success = reliable service, clear comms, fast incident resolution, measurable cost/quality improvements.

Role Summary

Own service outcomes for our saas products. Combine strong client-facing skills with technical, hands-on leadership to ensure reliability, performance, security, and continuous improvement across environments.

What You’ll Do

- Be the primary customer contact for service health, incidents, changes, and upgrades.
- Drive SLAs/SLOs: define, monitor, and report availability, latency, and error budgets.
- Lead incident response (24×7 on-call rotation): triage, coordinate engineers, communicate status, run RCAs, and track corrective actions.
- Manage change & release readiness (CAB, maintenance windows, rollback plans).
- Build/run operational rhythms: dashboards, weekly service reviews, monthly/quarterly exec updates.
- Partner with Cloud/Eng teams on observability (logs/metrics/traces), capacity, performance testing, and resilience.
- Track and optimize cloud costs with Fin Ops practices.
- Maintain runbooks, SOPs, and playbooks; raise the bar on operational excellence.
- Ensure compliance with security and regulatory controls; support audits.
- Spot and deliver continuous-improvement initiatives that reduce toil and MTTR.

Must-Have Qualifications

- 7–10+ years in service delivery / SRE / cloud operations with direct customer ownership.
- Proven, excellent client-facing communication (exec-ready status, crisp RCA, calm during incidents).
- Hands-on with Azure (Monitor, Log Analytics, App Gateway, AKS or equivalent), CI/CD, and observability tools.
- Deep incident & problem management (ITIL or equivalent), change management, and runbook discipline.
- Data-driven approach; comfortable with dashboards, KPIs, and cost/perf trade-offs.

Nice-to-Have

- Experience in financial services or other regulated industries.
- Knowledge of networking, security baselines, and resilience patterns (blue/green, canary, chaos).
- Familiarity with Jira/Service Now, Terraform, Kubernetes, and performance testing.
- Fin Ops exposure (tagging standards, budgets, anomaly detection).

Metrics You’ll Own/Influence

- SLA/SLO attainment, uptime, and error budgets
- MTTR / MTTA, change failure rate
- Customer satisfaction (CSAT/NPS) and exec feedback
- Cost per service / cost anomalies prevented
- Aging of problems & overdue corrective actions