Service Delivery Manager

Job description

Key Responsibilities **24/7 Critical Incident Command** - Response Leadership: Take charge of critical production incidents around the clock, orchestrating task forces for rapid resolution to minimize business impact. - MTTD & MTTR Focus: Swiftly diagnose complex system flows to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR). - Resolution Oversight: Coordinate and facilitate end-to-end troubleshooting across multiple teams and technical layers. Stakeholder Communication & Reporting - Crisis Communication: Publish periodic updates to all stakeholders using standardized templates during outages or high-severity events. - Executive Reporting: Present metrics and statistics for Sev0/1 incidents to leadership, highlighting impact analysis and trends. - War Room Management: Establish and maintain recognized command posts (virtual or physical) for streamlined decision-making. **ITSM Process & Post-Incident Management** - RCA Governance: Lead thorough Root Cause Analysis (RCA) sessions and ensure the timely closure of all identified action items. - Knowledge Management: Maintain and update the Known Error Database (KEDB) and ensure incident documentation is preserved for future learning. - Process Improvement: Continuously refine incident management playbooks, trigger rules, and workflows within ITSM tools like ServiceNow. **Candidate Requirements** **Experience & Qualifications** - Professional Background: 3 to 5 years of experience in technical leadership, specifically managing large-scale application support or infrastructure programs. - Educational Foundation: Bachelor's degree in Computer Science, Engineering, or a related technical field. - Shift Model: Proven ability to work effectively in a 24/7 rotational model. **Technical & Process Expertise** - ITSM Mastery: Intermediate knowledge of ITIL frameworks (Incident, Problem,