Senior Service Delivery Manager

Empnéo ICT; Ernakulam; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Empnéo ICT in India is seeking an experienced Service Delivery Manager (SDM) to lead end-to-end digital support and operations across web, mobile, and Salesforce platforms. You will manage multi-layered support, drive SLA adherence, and coordinate with business and technology stakeholders.

The role focuses on optimizing support operations through automation and VA implementation, building dashboards, running governance, and guiding a 40–60 member distributed team to deliver proactive service

Qualifications

• Extensive experience in enterprise application support / managed services.
• Hands-on Salesforce support operations.
• Experience leading 40+ member teams.
• Strong SLA governance and dashboarding skills.

Responsibilities

• Own end-to-end support delivery across L1/L2 and Dev coordination.
• Drive SLA performance and governance with regular reporting.
• Lead automation initiatives including VA/chatbot implementations.
• Manage 40-60 member distributed teams with capacity planning.
• Develop dashboards for SLA, incidents, and resource productivity.
• Coordinate with Dev teams for defect resolution and enhancements.
• Lead major incident management and escalation governance.
• Stakeholder and client management, including executive reporting.
• Standardize SOPs and Runbooks; knowledge base maturation.

Skills

SLA management

Stakeholder management

Team leadership

Salesforce support operations

Dashboard & reporting

Automation / VA

Incident management

End-to-end delivery

Tools

Datadog

Jira Service Management (JSM)

Salesforce

Job description

Job Description - Service Delivery Manager (Digital Support & Operations)

Role Title: Service Delivery Manager (SDM) - Digital Support

Experience: 12-18+ years

Team Size: 40-60 resources

Role 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

1. Service Delivery & Operations Management

• Own end-to-end support delivery across:
• 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 reports
• 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
• SLA configurations
• Build and manage dashboards and reports for:
• SLA performance
• Resource productivity
• Manage support operations across Salesforce CRM ecosystem
• Understand functional and technical aspects including:
• Integrations and dependencies
• Coordinate with Dev teams for defect resolution and enhancements
• 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

• 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

7. Stakeholder & Client Management

• Act as the primary interface for business and technology stakeholders
• Manage:
• Service reviews
• Executive reporting
• Provide insights and recommendations for service improvement

8. Team & Resource Management

• Manage and lead 40-60-member distributed teams
• Ensure:
• Shift and capacity planning
• Performance tracking and mentoring

9. 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 stakeholders

Required Skills & Experience

• Strong experience in enterprise application support / managed services
• Hands-on experience with:
• Salesforce support operations
• Proven experience managing large teams (40+ resources)
• Strong understanding of:
• 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)