AL
Service Delivery Manager (SDM)
Artech LLC
- 🇺🇸 United States
- On-site
- Manager or above
- 17 hours ago
- $45 – $50 / hour
- Incident Management
- ITIL
- Windows
- Risk Management
- ServiceNow
- Jira
- Confluence
- Splunk
- Dynatrace
- Grafana
- Kibana
- Agile
- Devops
- CI/CD
- Change Management
17 hours ago
Title: Service Delivery Manager (SDM)
Locations: Onsite: Phoenix, AZ
Duration: 6 Months with Possible Extension.
Pay Range: $40-$50/Hour on W2 (All inclusive)
Description:
- Own end-to-end delivery and operational performance of assigned technology services and ensure agreed service levels and business outcomes are consistently achieved.
- Act as the primary service delivery interface for customer stakeholders and coordinate delivery across *** and client technology teams.
- Monitor and report service performance against SLA/KPI targets including availability, incident volumes, MTTR, problem backlog, change success, capacity and operational risk.
- Lead Major Incident Management for high-severity production issues; establish command structure, coordinate technical teams, provide timely stakeholder updates and drive service restoration.
- Ensure timely RCA for critical/repeat incidents and track corrective and preventive actions through closure.
- Govern Incident, Problem, Change, Release and Service Request processes and ensure adherence to ITIL and client operational standards.
- Conduct regular service reviews, operational reviews and governance meetings with customer and internal leadership; present trends, risks, actions and improvement plans.
- Manage service delivery risks, issues, dependencies and escalations and ensure clear ownership and timely resolution.
- Drive proactive monitoring, automation, toil reduction, knowledge management and continual service improvement initiatives to improve reliability and efficiency.
- Coordinate production deployments, change windows, implementation readiness, rollback planning and post-release validation with engineering, SRE and support teams.
- Manage and mentor onsite/offshore teams, define priorities, track delivery commitments and ensure appropriate coverage for business-critical services.
- Partner with engineering and product teams to improve application reliability, supportability, observability, capacity and resilience.
- Support audit, compliance, security and operational risk requirements; ensure documentation, controls and evidence are maintained as required.
- Identify opportunities for service optimization, automation and cost/productivity improvement while maintaining quality and customer satisfaction.
Generic Managerial Skills, If any
- Strong people leadership and team management.
- Customer/stakeholder management and executive communication.
- Conflict resolution, negotiation and escalation management.
- Planning, prioritization, risk management and decision-making.
- Ability to lead cross-functional teams in high-pressure production situations
- 10+ years of IT experience with strong experience in Service Delivery Management, Application/Production Support, Infrastructure or Technology Operations.
- Proven ownership of end-to-end service delivery for business-critical applications/services in an enterprise environment.
- Strong knowledge of ITIL/ITSM processes including Incident, Major Incident, Problem, Change, Request, Release and Service Level Management.
- Demonstrated experience managing SLA, KPI, availability, reliability, performance, capacity and operational risk metrics.
- Strong Major Incident Management skills, including command-center/war-room leadership, stakeholder communication, escalation and restoration tracking.
- Experience driving Root Cause Analysis (RCA), corrective/preventive actions and reduction of recurring incidents.
- Strong stakeholder and customer management skills with ability to communicate service health, risks, dependencies and recovery plans to senior leadership.
- Experience managing onsite/offshore delivery teams and coordinating across application, infrastructure, SRE, engineering, security, network, database and vendor teams.
- Working knowledge of ServiceNow/JIRA/Confluence and monitoring/observability tools such as Splunk, Dynatrace, Grafana, Kibana, AppDynamics or equivalent.
- Understanding of Agile/DevOps, CI/CD, cloud platforms and modern production support/SRE practices.
- Experience with service transition, operational readiness, production releases, change governance and post-production stabilization.
- Ability to analyze service trends and metrics, identify improvement opportunities and drive automation, standardization and continual service improvement.
- Excellent leadership, communication, problem-solving, negotiation and executive reporting skills. Financial services / banking / payments domain experience is preferred
Experience Needed:
5-6 Years
Company Benefits & Culture
• Inclusive and diverse work environment
• Opportunities for professional growth and development
• Comprehensive health and wellness benefits
Service Delivery Manager (SDM) · Artech LLC