Senior Service Delivery Manager

About the Role

We are looking for an experienced Service Delivery Manager (SDM) to own production support and service delivery for mission-critical data and application platforms. Based in Gurugram, this role combines hands-on technical depth with strong people leadership, and is accountable for platform stability, SLA performance, and continuous improvement through automation.

Experience Required: 12+ years, with significant experience leading production support / service delivery teams.

Key Responsibilities

• Incident & Problem Management: Oversee resolution of high-priority (P1/P2) production outages, drive root cause analysis (RCA), and ensure permanent fixes are implemented.
• SLA & Metric Governance: Track and enforce Service Level Agreements (SLAs) for response and resolution times; report key performance indicators (KPIs) to leadership.
• People & Team Leadership: Manage 16/7 or rotational support schedules, mentor support engineers, conduct performance reviews, and handle hiring.
• Automation & Continuous Improvement: Replace manual tasks and recurring fixes with automation scripts, self-healing tools, and improved monitoring frameworks.
• Cross-Team Collaboration: Partner with core software development, DevOps, and product teams to review upcoming deployments, assess release readiness, and feed back stability pain points.

Technical Skills

• Good experience with modern Big Data technologies (Hadoop) and IBM DataStage.
• Hands-on experience with log analysis and monitoring tools (Splunk).
• Strong database skills (SQL).
• Scripting and programming experience (Python, Java).

What We Offer

The opportunity to lead a high-impact support organisation for enterprise-scale data platforms, work with modern big data and automation tooling, and grow within a collaborative, engineering-driven environment.