Service Delivery Manager

Overview

Remote
50 - 60
Contract - W2
Contract - Independent
Contract - 12 Month(s)
No Travel Required
Unable to Provide Sponsorship

Skills

SLA
Service Delivery
Service Management
Process Improvement
KPI

Job Details

We are seeking an experienced Service Delivery Manager to oversee end-to-end service delivery across business-critical applications and infrastructure. The role is responsible for SLA adherence, service governance, operational excellence, and continuous process improvement while ensuring seamless 24×7 support coordination across global teams.

Key Responsibilities

Service Delivery & SLA Management

  • Own and manage service delivery commitments as per agreed SLAs and OLAs.

  • Monitor SLA, KPI, and performance metrics; ensure compliance and timely reporting.

  • Conduct regular service reviews with internal teams and clients.

  • Identify service risks and drive corrective and preventive actions.

Governance & Stakeholder Management

  • Establish and maintain service governance frameworks and escalation models.

  • Act as the single point of contact for service-related engagements with business stakeholders.

  • Drive operational governance meetings (daily/weekly/monthly).

  • Manage vendor and partner service performance.

24×7 Operations & Incident Management

  • Oversee round-the-clock operational support and ensure shift handovers.

  • Manage major incidents (bridge calls, RCA, communications).

  • Ensure prompt incident resolution and customer communication.

  • Define and maintain escalation and on-call procedures.

Process Improvement & Operational Excellence

  • Drive continuous improvement initiatives using ITIL / Lean / Six Sigma methodologies.

  • Identify operational inefficiencies and automate manual processes where possible.

  • Standardize SOPs, runbooks, and knowledge management practices.

  • Lead problem management and root cause analysis.

Team & Service Management

  • Lead cross-functional delivery teams across multiple locations.

  • Support capacity planning, resource utilization, and productivity improvements.

  • Coach and mentor incident, support, and operations teams.

  • Ensure adherence to service management best practices.

Required Skills & Qualifications

Core Skills

  • Strong experience in Service Delivery Management

  • Proven expertise in SLA, KPI, and OLA management

  • 24×7 operations and global delivery exposure

  • Strong governance and escalation management experience

  • Incident, problem, and change management

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About RITWIK Infotech Inc