Senior Service Delivery Manager

San R&D Business Solutions LLC • Fremont, CA

2d • Onsite

About The Position

This role demands a seasoned leader with a strong foundation in ITIL-based service management, major incident handling, and vendor-to-vendor transition execution.

Core Responsibilities
Lead seamless transitions for new services/projects, ensuring complete knowledge transfer and operational readiness.
Ensure consistent and high-quality service delivery across all application support functions.
Track and manage key performance indicators (KPIs), SLA adherence, cost metrics, and team performance benchmarks.
Drive executive engagement through structured reporting cadence, including QBRs, service reviews, and performance dashboards.
Optimize support costs while scaling and sustaining a high-performing 24x7 global delivery model.

Key Traits
Minimum 17+ years of IT service delivery experience, with at least 5 years in a senior leadership role
Demonstrated success in large-scale transitions, stakeholder governance, incident leadership, and delivering measurable service outcomes
Strategic mindset with a strong orientation toward hands-on execution
Clear and confident communicator with the ability to influence across all levels, including executive leadership
Proven ability to drive operational excellence, lead high-performing teams, and embed continuous improvement practices
Strong sense of ownership, accountability, and effective decision-making under pressure.

Detailed Responsibilities:
Transition Management & Planning
• Lead end-to-end transition programs, including planning, execution, stabilization, and post-go-live governance.
• Define and track transition KPAs, success criteria, cost baselines, and service benchmarks.
• Ensure effective knowledge transfer, stakeholder onboarding, and structured cut over with minimal disruption.
• Govern the transition process with strong risk analysis and continuous improvement planning.
Service Operations & Incident Management
• Lead global 24x7 application support operations across L1, L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.
• Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.
• Define and monitor operational KPIs and SLAs through dashboards, incident trends, and real-time performance metrics.
• Implement proactive monitoring and alerting using AIOps, observability tools, and automation to prevent service disruptions.
• Champion a risk-based operations model, including early warning systems, shift-left strategies, and operational readiness reviews.
• Maintain up-to-date incident response plans, run books, and knowledge articles with proper documentation and version control.
Delivery Management & Process Governance
• Oversee end-to-end delivery of managed services, ensuring operational stability, service excellence, and cost-effective execution.
• Provide strategic leadership during major incidents, driving rapid recovery and alignment with business priorities.
• Manage the post-incident lifecycle, including root cause closure, analysis, and transparent stakeholder communication.
• Continuously enhance ITIL-aligned processes (incident, problem, change, and release) to strengthen governance and accountability.
• Define and manage SLA/KPI frameworks to track service quality, performance trends, and customer satisfaction.
• Identify delivery gaps and optimization opportunities, including right-sizing global support models to enable effective 24x7 coverage.
Stakeholder & Executive Communication
• Act as the primary communication bridge between delivery teams and customer/business stakeholders, including CXO-level leadership.
• Facilitate executive connects and governance forums to present service insights and capture feedback.
• Deliver regular reporting packs, including Daily, Weekly, QW (Quality Watch), POP (Point of Performance), and Monthly Dashboards.
Continuous Service Improvement (CSI)
• Drive CSI initiatives by identifying automation, optimization, and service innovation opportunities.
• Leverage AIOps, ServiceNow ITOM, and other tools to streamline operations and reduce MTTR.
• Foster a culture of root cause analysis (RCA) to eliminate repeat issues and improve service predictability.
• Align improvements to goals around performance, quality, cost-efficiency, and customer experience.

Requirements

• Minimum 17+ years of IT service delivery experience, with at least 5 years in a senior leadership role
• Demonstrated success in large-scale transitions, stakeholder governance, incident leadership, and delivering measurable service outcomes
• Strategic mindset with a strong orientation toward hands-on execution
• Clear and confident communicator with the ability to influence across all levels, including executive leadership
• Proven ability to drive operational excellence, lead high-performing teams, and embed continuous improvement practices
• Strong sense of ownership, accountability, and effective decision-making under pressure.

Nice To Haves

• Experience in Presales - SOW, Proposal, RFP, RFQ, etc.
• Experience in working with US, both at offshore and onsite/ onshore
• Understanding of secure coding practices in software development
• Experience with observability/ analytics (monitoring and logging) tools for effective troubleshooting
• Exposure to machine learning, data engineering, or specialized domains

Responsibilities

• Lead seamless transitions for new services/projects, ensuring complete knowledge transfer and operational readiness.
• Ensure consistent and high-quality service delivery across all application support functions.
• Track and manage key performance indicators (KPIs), SLA adherence, cost metrics, and team performance benchmarks.
• Drive executive engagement through structured reporting cadence, including QBRs, service reviews, and performance dashboards.
• Optimize support costs while scaling and sustaining a high-performing 24x7 global delivery model.
• Lead end-to-end transition programs, including planning, execution, stabilization, and post-go-live governance.
• Define and track transition KPAs, success criteria, cost baselines, and service benchmarks.
• Ensure effective knowledge transfer, stakeholder onboarding, and structured cut over with minimal disruption.
• Govern the transition process with strong risk analysis and continuous improvement planning.
• Lead global 24x7 application support operations across L1, L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.
• Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.
• Define and monitor operational KPIs and SLAs through dashboards, incident trends, and real-time performance metrics.
• Implement proactive monitoring and alerting using AIOps, observability tools, and automation to prevent service disruptions.
• Champion a risk-based operations model, including early warning systems, shift-left strategies, and operational readiness reviews.
• Maintain up-to-date incident response plans, run books, and knowledge articles with proper documentation and version control.
• Oversee end-to-end delivery of managed services, ensuring operational stability, service excellence, and cost-effective execution.
• Provide strategic leadership during major incidents, driving rapid recovery and alignment with business priorities.
• Manage the post-incident lifecycle, including root cause closure, analysis, and transparent stakeholder communication.
• Continuously enhance ITIL-aligned processes (incident, problem, change, and release) to strengthen governance and accountability.
• Define and manage SLA/KPI frameworks to track service quality, performance trends, and customer satisfaction.
• Identify delivery gaps and optimization opportunities, including right-sizing global support models to enable effective 24x7 coverage.
• Act as the primary communication bridge between delivery teams and customer/business stakeholders, including CXO-level leadership.
• Facilitate executive connects and governance forums to present service insights and capture feedback.
• Deliver regular reporting packs, including Daily, Weekly, QW (Quality Watch), POP (Point of Performance), and Monthly Dashboards.
• Drive CSI initiatives by identifying automation, optimization, and service innovation opportunities.
• Leverage AIOps, ServiceNow ITOM, and other tools to streamline operations and reduce MTTR.
• Foster a culture of root cause analysis (RCA) to eliminate repeat issues and improve service predictability.
• Align improvements to goals around performance, quality, cost-efficiency, and customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed