Service Delivery Manager
Primary Skill : ITSM
Culver City CA
Job Description :
* Role Overview We are seeking an experienced Service Delivery Manager to lead service delivery and operations for Sony’s global IT environment.
* The ideal candidate will bring strong expertise in IT service management, stakeholder engagement, and managed services, with a proven track record of delivering high-quality outcomes in a fast-paced, global setting.
* Key Responsibilities Oversee end-to-end service delivery and IT operations, ensuring alignment with Sony’s ITSM processes and SLA expectations.
•Manage and drive service performance, continuous improvement initiatives, and operational excellence.
* Collaborate with cross-functional and global teams to ensure seamless service delivery.
* Act as a primary point of contact for stakeholders, providing regular updates, reporting, and insights.
•Lead incident, problem, and change management processes in alignment with ITIL practices.
* Drive governance, reporting, and analytics using tools like ServiceNow, Jira, and advanced Excel.
* Support project delivery and transition into steady-state managed services.
* Ensure effective coordination between offshore and onshore teams, particularly with India-based teams.
•Required Qualifications10+ years of IT experience in service delivery and operations.
* ITIL v4 Certification (Mandatory)Strong understanding of Sony’s ITSM processes and SLA frameworks.
•Proven experience in service and project management within a Managed Services model.
* Hands-on experience with tools such as ServiceNow and Jira.
* Solid understanding of infrastructure operations, including Active Directory (AD), Okta, and cloud-based application development and maintenance.
* Advanced skills in reporting and analytics using Excel.
* Excellent analytical, problem-solving, and decision-making abilities.
* Strong communication and stakeholder management skills, with the ability to represent global teams confidently.
* Preferred Qualifications MP / PRINCE2 / Six Sigma certifications are advantageous.
* Experience working with Sony global teams.
•Background in the Media & Entertainment industry is highly preferred.
* Experience working in offshore/onshore delivery models.
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