Senior Service Delivery Manager

4 days ago

Hyderabad India HCLTech Full time

Job Description

Job Title: Senior Service Delivery Manager

Location: Hyderabad

Job Type: Full-Time

Experience Level: 12+ Years

Team: Platform AMS Team

About the Role

We are seeking a Senior Service Delivery Manager (SDM) with a strong technical background and experience in managing large scale Digital production cloud platforms. As an SDM, you will lead the planning, transition, availability and SLA management of highly available, technically complex platform across multiple teams and domains, with an emphasis on availability, security, and customer impact. This is a high-impact leadership role that bridges engineering and operational excellence and highly complex next-generation distributed cloud services platform. You will work with cross-functional leaders to define, execute, and sustain platform availability and performance objectives.

Must have

- Experience in SRE and tools like Quantum Metric, Tealeaf, Splunk, Dynatrace, CloudWatch.
- Hands on experience to resolve technical issue root cause analysis.
- Ability to manage major/high severity issue on war room bridge.
- Experience in managing large digital complex platform.
- Lead technical operation involving Java, ReactJS, Angular, AWS Cloud (EKS, S3, ECS, Lambdas), Kafka, Tibco, IBM DataPower, Message broker.
- Experience with DevOps practices, observability, CI/CD pipelines.

Key Responsibilities

- Drive end-to-end execution of complex programs migration from development to production and steady state operation.
- Manage service level agreements (SLAs
- This position requires excellent communication skills, as the Service Delivery Manager regularly interacts with both technical and non-technical stakeholders.
- Anticipate bottlenecks, manage dependencies, and balance business needs with technical constraints.
- Collaborate closely with Engineering, Infra and Cloud Ops to enforce high standards of security, compliance, and operational excellence.
- Establish governance for stakeholder communication, works with partners to ensure service levels are met and problems are resolved quickly.
- Monitors and reports on service delivery performance to identify areas for improvement and ensures resources are allocated effectively.
- Develops and implements policies and procedures to ensure consistent and streamlined IT service delivery.
- Encourages the adoption of emerging technologies to continually improve IT service delivery.

Minimum Qualifications

- 10+ years of technical Service delivery management experience of complex, cloud-based platform.
- Strong technical background with 8+ years of experience in software development, QA, AMS .
- Knowledge of event-driven architecture, understanding of tools (e.g., Jira, Confluence, ServiceNow, Dynatrace, Splunk, Quantum Metric).
- Exceptional ability to lead cross-functional teams through ambiguity and change.
- Strong communication, stakeholder management, SLA management and executive reporting skills.
- Certifications in AWS, ITSM, 6sigma

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