Service Delivery Lead

We are looking for a Service Delivery Lead with 10+ years of IT experience, strong ITIL-based service delivery expertise, and proven ability in production support and cloud data platforms. The role involves managing shifts, incidents, and changes while leading teams, driving client engagement, and leveraging Databricks, ADF, and Data Engineering practices.

Roles and Responsibilities

• Prepare Weekly Status Reports (WSRs) by tracking SLAs, KPIs, and service delivery metrics.
• Participate in due diligence, prepare questionnaires to capture volumetrics, and scope of client support requirements.
• Analyze support requirements, prepare effort estimations, and review with SDMs & leadership.
• Oversee day-to-day support operations across L1, L2, and L3 teams; guide engineers.
• Act as a mentor, offering coaching, training, and oversight to support engineers.
• Lead incident management processes, ensuring timely resolution and root cause analysis.
• Drive change management activities, coordinating with stakeholders to minimize risk and downtime.
• Handle team management responsibilities, including mentoring and coaching.
• Ensure ITIL-based service delivery processes are followed and continuously improved.

External Skills And Expertise

• Strong communication and stakeholder management skills.
• Hands-on experience with DevOps tools, monitoring tools, and automation suites .
• Solid knowledge of ETL/Data Engineering batch ecosystems and cloud platforms (AWS, Azure, GCP ).
• Proficiency in scripting languages (Shell, Python, PySpark ).
• Familiarity with Agile methodologies and collaborative practices.
• Expertise in Databricks, Azure Data Factory (ADF), Apache Spark, and Delta Lake .
• Strong understanding of cloud data systems/platforms and modern data architectures.