Service Delivery Manager

Role Service Delivery Manager

Location Hyderabad/Bangalore/Chennai

Work Mode Hybrid

Experience required - (15+ years)

Key Responsibilities

Delivery & Operations

• Own day-to-day delivery of L2/L2.5 support across multiple IM platforms.
• Ensure SLA adherence, 24x7 availability, and effective incident/problem management.
• Manage major incidents, escalations, communication bridges, and RCA governance.
• Oversee release readiness, environment health, batch stability, and change coordination.

Stakeholder Management

• Act as the single point of contact for Business, App Owners, and Technology Leads.
• Provide clear reporting, dashboards, and proactive communication on operational health.
• Drive alignment on priorities, risks, and improvement opportunities.

Team Leadership

• Lead and manage a support team of ~50 engineers across L1.5/L2/L2.5.
• Define delivery metrics, KPIs, and governance routines.
• Mentor teams, drive capability-building, ensure knowledge management & SOP maturity.

Process & Continuous Improvement

• Strengthen ITIL practices across incident, problem, change, and knowledge management.
• Identify and implement automation in monitoring, batch, and diagnostic workflows.
• Reduce MTTR, increase stability, and minimize repeat incidents through structured improvements.

Technical Oversight

• Provide guidance on complex debugging across APIs, microservices, data pipelines, and batch processes.
• Ensure robust observability through logging, alerts, and monitoring frameworks.
• Partner with Dev/Infra teams for performance tuning and systemic fixes.

Required Skills & Experience

• 1015 years of IT experience with strong background in Production Support/AMS.
• 5+ years managing large teams in Investment Management or Capital Markets environments.
• Hands-on familiarity with Aladdin, CRD, Mosaic, or similar OMS/PMS/Data platforms.
• Strong understanding of APIs, microservices, SQL/PLSQL, scripting, batch tools (Autosys/Control-M).
• Proven expertise with ITIL processes and tools like ServiceNow/JIRA.
• Excellent communication, stakeholder management, and crisis-handling skills.

Nice to Have

• Knowledge of Snowflake/MS SQL, container platforms (Docker/K8s), and cloud environments.
• Understanding of financial instruments, trade lifecycle, and market data flows.
• Experience with BI/monitoring tools like Power BI, Splunk, Grafana, AppDynamics.