Service Delivery Manager
DBiz.ai
Job Description
Total Experience - 10+ Years
Notice Period - Immediate
Location - Kochi
Work mode - HybridRole 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
- 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 reports3. 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 health4. 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 enhancements5. 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 improvements7. 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 improvement8. Team & Resource Management
Manage and lead 40–60 member distributed teams
Ensure:
Effective workload distribution
Shift and capacity planning
Performance tracking and mentoring9. 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 stakeholdersRequired 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)