Service Delivery Manager

Total Experience - 10+ Years
Notice Period - Immediate
Location - Kochi
Work mode - Hybrid
Role Overview
We are looking for an experienced Service Delivery Manager to lead end-to-end delivery of enterprise digital support services across web, mobile, and CRM (Salesforce) platforms. The role will be responsible for managing multi-layered support operations (Monitoring, L1, L2, and Dev coordination), driving SLA adherence, operational governance, and continuous service improvement, while working closely with business and technology stakeholders.
A key focus area for this role is to optimize support operations through automation, Virtual Agent (VA) implementation, and process improvements, enabling scalable and proactive service delivery.
Key Responsibilities
1. Service Delivery & Operations Management
Own end-to-end support delivery across:
Monitoring / Proactive alerts
L1 / L2 support teams
Dev coordination and escalations
Manage a cluster-based support model across multiple application areas
Ensure effective ticket lifecycle management from intake to closure
Drive structured daily operations governance (standups, backlog, SLA reviews)
2. SLA Management & Governance
Own and drive Response and Resolution SLA performance
Ensure SLA is used as an operational control mechanism, not just reporting
Proactively manage:
Aging tickets
SLA risks and breach recovery
Present Daily / Weekly / Monthly service performance reports
3. Jira Service Management (JSM) Ownership
Drive adoption of JSM as a single intake channel
Ensure:
Proper ticket categorization and prioritization
Data quality and mandatory field compliance
Define and optimize:
Workflows
Automation rules
SLA configurations
Build and manage dashboards and reports for:
SLA performance
Resource productivity
Queue health
4. Salesforce Support Management
Manage support operations across Salesforce CRM ecosystem
Understand functional and technical aspects including:
Sales / Service processes
Case management workflows
Integrations and dependencies
Coordinate with Dev teams for defect resolution and enhancements
5. Monitoring & Incident Management
Oversee proactive monitoring and alert management
Define SOPs for:
Incident creation and prioritization
Alert deduplication and handling
Lead major incident management (war room / escalation governance)
6. Process Optimization & Automation
Drive continuous improvement initiatives including:
SOP and Runbook standardization
Knowledge Base maturity
Lead implementation of:
Virtual Agent (VA) / chatbot solutions for L0 automation
Identify opportunities for:
Auto-remediation
Reduction of repeat incidents
Efficiency improvements
7. Stakeholder & Client Management
Act as the primary interface for business and technology stakeholders
Manage:
Service reviews
Executive reporting
Escalation handling
Provide insights and recommendations for service improvement
8. Team & Resource Management
Manage and lead 40–60 member distributed teams
Ensure:
Effective workload distribution
Shift and capacity planning
Performance tracking and mentoring
9. Reporting & Analytics
Develop and present dashboards covering:
SLA performance (priority-wise)
Incident and Service Request trends
Resource productivity
Ensure data accuracy and actionable insights for stakeholders
Required Skills & Experience
Strong experience in enterprise application support / managed services
Hands-on experience with:
Jira Service Management (JSM)
Salesforce support operations
Proven experience managing large teams (40+ resources)
Strong understanding of:
ITIL processes (Incident, Problem, Change)
SLA management and service governance
Experience in dashboarding and reporting tools
Demonstrated experience in stakeholder management (business & CXO level)
Preferred / Good to Have
Experience implementing Virtual Agent / chatbot solutions
Exposure to AIOps / automation frameworks
Experience with monitoring tools (e.g., Datadog or similar)
Experience in digital platforms (web/mobile + integrations ecosystem)

Work arrangement
Hybrid