Service Delivery Manager

Role :  Service Delivery Manager

Job type: Fulltime

Location: Burlington, NJ - Onsite

Job Description

• Proven experience leading global delivery teams across Onsite, Offshore, and Nearshore locations.
• End-to-end Infrastructure Service Delivery Management
• ITIL Framework (Incident, Problem, Change, Request, Knowledge, Service Level Management)
• ServiceNow ITSM and reporting
• Service Delivery Governance and Operations Management
• Infrastructure Operations (Network, Server, Database, Cloud, Storage, Backup, End User Computing)
• Major Incident Management and Escalation Handling
• Service Level Agreement (SLA) and KPI Management
• Vendor and Stakeholder Management
• Transition and Transformation Management
• Service Desk, Core Datacenter towers (Windows, Unix, Database, Storage, Network, Voice) IT Operations Monitoring and Command Center Management
• Risk, Compliance, Audit, and Security Governance
• Cloud Platforms (Azure) and Hybrid Infrastructure
• Budget, Financial, and Resource Management
• Automation, Shift-Left, and Continuous Service Improvement (CSI)

Roles & Responsibilities

• Lead Service Delivery across Onsite, Offshore, and Nearshore teams ensuring seamless service execution.
• Own service performance against SLAs, KPIs, and contractual commitments.
• Manage Incident, Problem, Change, and Request Management processes.
• Drive Major Incident resolution and executive communications.
• Establish operational governance with customers, vendors, and internal teams.
• Lead weekly, monthly, and quarterly service reviews.
• Identify and execute service improvement and automation opportunities.
• Ensure infrastructure availability, reliability, and performance.
• Manage customer escalations and drive timely resolution.
• Oversee resource planning, utilization, and capacity management.
• Support audits, compliance, security, and risk management initiatives.
• Drive transition, transformation, and modernization programs.
• Monitor service health, backlog, aging tickets, and operational metrics.
• Collaborate with Offshore team, Technical architects and Tower leads to resolve complex issues.
• Lead peak season readiness, business continuity, and disaster recovery planning.