Service Delivery Manager – Data Platforms

iSystems Ltd; Karachi Division; On-site; PKR 2,500,000 - 3,800,000; Full time

Job summary

iSystems Ltd seeks an experienced Service Delivery Manager – Data Platforms to own end-to-end service delivery and operational support for Informatica and Cloudera platforms. You will ensure platform stability, SLA/KPI compliance, incident management, and continuous service improvement while collaborating with technical teams, vendors, and business stakeholders.

The role requires 10+ years in IT service delivery or data platform operations, strong leadership, and excellent communication.

Qualifications

• 10+ years of experience in IT service delivery, production support, or data platform operations.
• Strong knowledge of Informatica and Cloudera in enterprise data warehousing environments.
• Hands-on experience with ETL operations, monitoring tools, incident management, and SLA governance.
• Strong understanding of ITIL processes, service management, and operational controls.
• Experience managing production support, incidents, escalations, and service delivery operations.
• Strong leadership and stakeholder management skills.
• Excellent communication, problem-solving, and coordination skills.
• Experience working in a regulated/banking environment is preferred.

Responsibilities

• Own end-to-end service delivery and operational support for Informatica and Cloudera platforms.
• Ensure achievement of agreed SLAs, KPIs, availability, and performance targets.
• Lead and manage L1/L2 support teams, ETL monitoring teams, and vendor support engagements.
• Oversee incident, problem, and service request management, including ticket handling and escalation.
• Monitor and manage ETL jobs, batch processes, and data pipelines to ensure timely and accurate data delivery.
• Drive rapid resolution of production issues and coordinate Root Cause Analysis (RCA) for recurring incidents.
• Manage ticket queues, prioritize workloads, and ensure adherence to response and resolution timelines.
• Coordinate production releases, changes, and maintenance activities while minimizing business disruption.
• Prepare and present service performance, availability, incident, and SLA compliance reports.
• Collaborate with business, application, infrastructure, and database teams to ensure seamless service delivery.
• Drive continuous service improvement to enhance platform stability, reliability, and operational efficiency.
• Ensure compliance with IT governance, security policies, audit requirements, and banking regulations.
• Act as the primary point of contact for stakeholders regarding service performance, escalations, and operational issues.
• Mentor and develop support and monitoring teams to improve technical capabilities and service quality.

Skills

Informatica

Cloudera

ITIL processes

Stakeholder management

Leadership

Incident management

Data warehousing

ETL monitoring

Communication

Banking regulations knowledge

Tools

ETL monitoring tools

Production monitoring tools

Job description

We are looking for an experienced Service Delivery Manager – Data Platforms to own end-to-end service delivery and operational support for Informatica and Cloudera platforms. The role will be responsible for ensuring platform stability, SLA/KPI compliance, production support, incident management, and continuous service improvement while working closely with technical teams, vendors, and business stakeholders.

Responsibilities

• Own end-to-end service delivery and operational support for Informatica and Cloudera platforms.
• Ensure achievement of agreed SLAs, KPIs, availability, and performance targets.
• Lead and manage L1/L2 support teams, ETL monitoring teams, and vendor support engagements.
• Oversee incident, problem, and service request management, including ticket handling and escalation.
• Monitor and manage ETL jobs, batch processes, and data pipelines to ensure timely and accurate data delivery.
• Drive rapid resolution of production issues and coordinate Root Cause Analysis (RCA) for recurring incidents.
• Manage ticket queues, prioritize workloads, and ensure adherence to response and resolution timelines.
• Coordinate production releases, changes, and maintenance activities while minimizing business disruption.
• Prepare and present service performance, availability, incident, and SLA compliance reports.
• Collaborate with business, application, infrastructure, and database teams to ensure seamless service delivery.
• Drive continuous service improvement to enhance platform stability, reliability, and operational efficiency.
• Ensure compliance with IT governance, security policies, audit requirements, and banking regulations.
• Act as the primary point of contact for stakeholders regarding service performance, escalations, and operational issues.
• Mentor and develop support and monitoring teams to improve technical capabilities and service quality.

Requirements

• 10+ years of experience in IT Service Delivery, Production Support, or Data Platform Operations.
• Strong knowledge of Informatica, Cloudera, and enterprise data warehousing environments.
• Hands‑on experience with ETL operations, monitoring tools, incident management, and SLA governance.
• Strong understanding of ITIL processes, service management, and operational controls.
• Experience managing production support, incidents, escalations, and service delivery operations.
• Strong leadership and stakeholder management skills.
• Excellent communication, problem‑solving, and coordination skills.
• Experience working in a regulated/banking environment is preferred.