Service Delivery Manager

Job Title: Service Delivery Manager

Location: Atlanta, GA

Duration: / Term: 6+ months

Job Description:

Experience Desired: 12+ Years.

Key required skills

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
• Strong knowledge and experience in APIs, Cloud, Kubernetes
• 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 skill
• Strong analytical mindset with ability to leverage data for decision-making
• Experience in Agile/DevOps environments is a plus.

Key Responsibilities:

Service Delivery Management:

• Oversee end-to-end delivery of production support services across the enterprise platform and infrastructure
• Ensure SLA adherence, uptime, performance, and incident resolution targets are consistently met
• Implement and improve ITIL-aligned processes (incident, problem, change, and release management).

Team Management:

• Lead a global support team of 100+ professionals including L1, L2, L3 support engineers, leads, and managers
• Foster a culture of accountability, continuous improvement, and operational excellence
• Drive workforce planning, hiring, onboarding, and performance management.

Stakeholder & Customer Engagement:

• Serve as the primary point of contact for senior stakeholders, ensuring transparent communication and timely issue resolution
• Regularly provide operational updates, risk assessments, and service performance reports.

Operational Excellence & Governance:

• Define and monitor KPIs, SLAs, and OLAs. o Identify areas of improvement and drive automation, efficiency, and process enhancements
• Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards.

Crisis & Escalation Management:

• Lead the resolution of high-impact incidents, coordinating across teams to minimize business disruption.
• Own major incident communication and root cause analysis reporting.
• Communication with all stakeholders and leadership

Key Skills:

ITIL, Service Delivery, Kubernetes, API, Cloud, Production support