Information Technology Service Delivery Manager

Role Summary

We are looking for a senior SDM / BTO Head to lead business technology operations, production support governance, SLA adherence, incident management, release coordination, RCA governance, MIS reporting and stakeholder management for a Managed Services engagement. The role requires strong ownership of support operations across L1, L2, monitoring, incident, release and governance functions.

Key Responsibilities

1. Own BTO / production support delivery for assigned Managed Services scope.
2. Manage L1, L2, monitoring, incident and release support teams.
3. Ensure SLA adherence, MTTR control and escalation management.
4. Drive daily / weekly operational governance with internal and external stakeholders.
5. Review P1 / P2 incidents, RCA quality and corrective actions.
6. Track incidents, service requests, release issues, dependency delays and backlog.
7. Ensure shift coverage and support readiness.

8. Coordinate with application, platform, infra, security, network and business teams.
9. Manage transition, stabilization and steady-state support readiness.
10. Drive knowledge management, SOP maturity and process standardization.
11. Prepare management reports, performance dashboards and service review inputs.
12. Identify operational risks and proactively escalate with mitigation plans.

Mandatory Skills

• 8-10 years of IT service delivery / production support experience.
• Experience managing BTO / application support / production support teams.
• Strong incident, problem, change and release management understanding.
• SLA / MTTR / RCA governance experience.
• Stakeholder management in enterprise environments.
• Team management and shift governance experience.
• Strong reporting and governance discipline.
• Good communication and escalation management skills.

Good-to-Have Skills

• BFSI / banking / payments / enterprise Managed Services exposure.
• API gateway / API platform / microservices support exposure.
• Platform / Kubernetes / cloud support understanding.
• ITIL certification.
• JIRA / ServiceNow / ITSM tool experience.
• Monitoring / observability exposure such as Dynatrace, Prometheus, Grafana or similar.