Service Delivery Manager

Tiger Analytics; Chennai District, Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tiger Analytics is seeking an experienced Service Delivery Manager to lead end-to-end production support for a major account in India. You will coordinate across L1-L3 support, drive automation initiatives, and champion best practices in an Agile, data-driven environment.

Responsibilities include managing SLAs, conducting RCA, and handling critical P1 issues while maintaining excellent stakeholder relationships.

Qualifications

• 12+ years of IT experience with at least 3 years as Service Delivery Manager for a large account.
• Strong technical understanding of data engineering and analytics, preferably on Azure.
• Experience across SDM areas: service management, incident tracking, RCA, problem management, change management.
• Proven ability to manage prod environments, incident/ticket handling, and release management with Agile practices.

Responsibilities

• Oversee end-to-end production support for a large account and serve as the go-to for RFP/solutioning.
• Manage delivery across L1/L2/L3, including minor enhancements and automation initiatives.
• Drive thought leadership for next-gen support processes in an Agile, automation-first setup.
• Monitor SLAs against contracts in a 24x7 model; run war rooms for P1 issues and manage escalations.
• Proactively identify issues, drive RCAs, and maintain strong customer relationships with stakeholders.
• Provide regular management reporting to internal and external stakeholders.

Skills

Azure platform

Data engineering concepts

Analytics concepts

Agile delivery

Resource planning

Team leadership

Incident tracking

SLA management

Job description

Role & responsibilities

As a Service Delivery Manager, you will be responsible for the following:

• Responsible for end-to-end management of Production support for a large account; act as a go-to person for solutioning RFP/ Solutioning.


• Experience in managing delivery across all support layers (L1, L2 and L3) including minor enhancements and automation initiatives.


• Drive thought leadership for next-gen support processes in an Agile, automation-first environment, define best practices and knowledge management protocols.


• Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently.


• Identify customer issues proactively, drive RCA reactively, and maintain an excellent relationship with end-users and stakeholders.


• Provide up-to-date management reporting on a regular basis to internal and external stakeholders.

Preferred candidate profile

• 12+ years of IT experience with 3+ years of working in a playing role as Service Delivery Manager for a large customer.


• A fair degree of technical understanding of Data Engineering-based programs and Analytics concepts involving Cloud-based ETL BI-based programs, preferably on the Azure platform.


• Experience in various SDM areas including Service Management, Incident tracking, RCA, Problem management, change management.


• Experience in managing the prod environment, incident/ticket management, problem resolution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management.


• Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principles, solid resource planning and problem-solving skills.


• People Management: Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.


• Strong knowledge of SLA Management, Incident/response tools, and Release management.