Service Delivery Manager

Job Role: Service Delivery Manager

Location: Irvine, CA

Job Description:

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