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Service Delivery Leader

Chennai, Bangalore, Hyderabad
Job Description

We seek an experienced Leader in service Delivery to drive ITIL-based service management, Transition management cloud platform operations, and Service Improvement initiatives. The ideal candidate will have extensive experience in ITIL Service Delivery, Cloud Platform Operations, Transition Management, Presales, and RFP responses for production support deals. This role requires strong people management, stakeholder engagement, and a track record of delivering operational excellence.

Key Responsibilities:

  • Service Delivery Management: Oversee end-to-end ITIL service delivery, ensuring adherence to SLAs, process efficiencies, and continual service improvements.
  • Data Operations Management: Oversee modern data assets operations to ensure faster, automated, and high-quality data management, enabling data-driven decision-making at scale.
  • Cloud Platform Operations: Manage cloud infrastructure operations across multiple platforms (Azure, AWS, GCP) with a focus on reliability, scalability, and cost optimization.
  • Transition Management: Experience in leading multiple transitions across industry verticals and Technology, including knowledge transfer, process stabilization, and operational readiness.
  • Presales & RFP Management: Drive presales activities by crafting compelling responses to RFPs for production support and managed services deals.
  • Intelligent Automation: Implement automation and AI-driven solutions to optimize service operations, reduce manual efforts, and enhance efficiencies.
  • Stakeholder Management: Engage with key internal and external stakeholders, ensuring alignment of service delivery with business objectives.
  • People Management: Lead, mentor, and develop a high-performing team of service delivery professionals.
  • Continuous Improvement: Drive a culture of continuous improvement by leveraging industry best practices and emerging technologies.
Job Requirement
  • 15+ years of IT experience with 5+ years of working in a role as a Service Delivery Manager for large customers.
  • Expertise in AWS, Azure, or GCP for managing modern data assets.
  • Good understanding of cloud-based modern Data Engineering Tools, Big Data Ecosystem, AI/ML concepts, and cloud platform services
  • Experience in various SDM areas including Service Management, Critical Incident Management, RCA, Problem management, and Change management.
  • Experience in Managing Prod environment, incident/ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management.
  • Ability to lead, Mentor, and manage junior Service delivery managers.
  • Good understanding of DevOps and SRE tools/practices, monitoring tools, and automation suites
  • Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge of Agile delivery principles, solid resource planning and problem-solving skills,
  • Leadership and Management skills: Strong leadership abilities, including the ability to inspire and motivate teams, provide guidance and direction, and make strategic decisions. Experience in managing teams, setting goals, and driving performance.
  • People Management – Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.
  • Communication and Influencing skills: Excellent verbal and written communication skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders. Strong influencing and negotiation skills to collaborate with internal teams, customers, and vendors.
  • Strong knowledge of SLA Management, Incident/response tools, and Release management
  • Manage and oversee the transition process for production support, ensuring all aspects are handled efficiently and effectively.
  • Develop and implement transition plans, including timelines, resources, and risk management strategies.
  • Customer Focus: Ability to understand customer needs and expectations, build strong relationships, and deliver exceptional customer service. Skill in managing customer relationships, addressing concerns, and maintaining a customer-centric approach.
  • Independently handle Production support related presales activities and act as a go-to person for solutions, RFP response, and estimations
  • In-depth Knowledge of Scope Doc, MSA, SOW, and estimation techniques to contribute, evaluate, and position Tiger Analytics’ solution commitments toward meeting customer needs.
  • Product Maintenance/Transition – Manage data pipeline refreshes, model refreshes, refresh calendars, and minor enhancements. Set up guidelines and processes for seamless product transition to support.
  • Experience in service delivery management, Data operations for modern data assets, cloud operations, ITIL frameworks, transition management, presales, and RFP response management
  • Technical Expertise: Strong knowledge of cloud infrastructure, automation tools, and IT service management platforms.
  • Certifications: ITIL, PMP, and Data engineering certifications (Azure, AWS, GCP) preferred.