Delivery Manager - Production Support

Job Title: Delivery Manager - Production Support

Location: Dallas, TX

Duration: / Term: 6+ months

Job Description:

Experience Desired: 8+ Years.

We are seeking an experienced and results-driven Delivery Manager to lead and manage the Production Support Service Delivery for a mission-critical Application Suite. The ideal candidate will have prior experience overseeing large-scale support operations, including managing a team of approximately 100+ resources, ensuring high-quality, stable, and efficient support services 24x7. This role requires deep expertise in IT Service Management, stakeholder communication, and delivery governance across distributed teams.

Key Responsibilities:

• Service Delivery Management:

o Oversee end-to-end delivery of production support services across the enterprise platform and infrastructure.

o Ensure SLA adherence, uptime, performance, and incident resolution targets are consistently met.

o Implement and improve ITIL-aligned processes (incident, problem, change, and release management).

• Team Management:

o Lead a global support team of 100+ professionals including L1, L2, L3 support engineers, leads, and managers.

o Foster a culture of accountability, continuous improvement, and operational excellence.

o Drive workforce planning, hiring, onboarding, and performance management.

• Stakeholder & Customer Engagement:
• o Serve as the primary point of contact for senior stakeholders, ensuring transparent communication and timely issue resolution. o Regularly provide operational updates, risk assessments, and service performance reports.
• Operational Excellence & Governance:

o Define and monitor KPIs, SLAs, and OLAs.

o Identify areas of improvement and drive automation, efficiency, and process enhancements.

o Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards.

• Crisis & Escalation Management:

o Lead the resolution of high-impact incidents, coordinating across teams to minimize business disruption.

o Own major incident communication and root cause analysis reporting.

o Communication with all stakeholders and leadership

Required Qualifications & Skills:

• 12+ years of experience in IT service delivery or production support, with at least 5+ years in a leadership role.
• Proven track record of managing large-scale production support environments (preferably enterprise platforms like SAP, Oracle, Salesforce, or custom enterprise systems).
• Strong knowledge and experience in APIs
• Telco experience
• Experience managing globally distributed teams of 100+ FTEs.
• Strong understanding of ITIL framework (ITIL certification preferred).
• Demonstrated experience in stakeholder management, service governance, and delivery metrics.
• Excellent problem-solving, communication, and organizational skills.
• Strong analytical mindset with ability to leverage data for decision-making.
• Experience in Agile/DevOps environments is a plus.

Key Skills:

Delivery Management, Production support, Java, Telco, ITIL