Service Delivery Manager
Must Have Technical/Functional Skills
Data Bricks , EBT ,Airflow , Asset Management exp
Roles & Responsibilities
We are seeking an experienced Service Delivery Manager (SDM) to lead Business-As-Usual (BAU) Operations, Production Support, and L3 Application/Data Platform Support within the Enterprise Data Office (EDO) organization supporting Asset Management business functions.
The SDM will be accountable for end-to-end service delivery, production stability, incident and problem management, service governance, operational excellence, SLA adherence, stakeholder communication, and continuous improvement
initiatives across enterprise data platforms and business-critical applications.
The ideal candidate will possess strong expertise in Asset Management operations, Enterprise Data Platforms, Incident Management, ITIL Service Management,
Data Operations, Cloud Platforms (Azure/AWS), Databricks, and Data Governance.
- Own end-to-end BAU service delivery for EDO applications, platforms, and data services.
- Serve as the primary point of contact for Production Support and L3 Service Operations.
- Ensure compliance with service-level agreements (SLAs), operational KPIs, and governance standards.
- Lead global support teams across multiple regions and time zones.
- Drive operational stability and platform reliability for business-critical data services.
- Establish service management processes aligned with ITIL best practices.
- Lead L3 support teams responsible for critical production applications and data platforms.
- Manage Major Incident (P1/P2) resolution and stakeholder communications.
- Ensure rapid triage and resolution of production issues.
- Oversee root cause analysis (RCA) and preventive action implementation.
- Coordinate support activities across Development, Infrastructure, Cloud, Security, and Business teams.
- Drive reduction in recurring incidents through proactive remediation.
- Incident, Problem & Change Management
- Manage:
- Incident Management
- Problem Management
- Change Management
- Release Management
- Service Request Management
- Lead post-incident reviews and lessons learned sessions.
- Ensure proper change governance and production readiness reviews.
- Minimize operational risk associated with releases and platform changes.
- Maintain operational runbooks and knowledge repositories.
- ____
- Data Platform Operations
- Manage operational support for:
- Enterprise Data Warehouse
- Data Lake Platforms
- Databricks Environments
- Data Integration Solutions
- Data Governance Platforms
- Analytics and Reporting Platforms
- Key responsibilities include:
- Monitoring data pipelines
- Data quality issue management
- Batch processing oversight
- Platform health monitoring
- Data reconciliation and integrity checks
- Regulatory reporting support
- ____
- Stakeholder Management
- Collaborate with:
- Chief Data Office (CDO)
- Portfolio Management Teams
- Trading & Investment Operations
- Data Governance Teams
- Business Product Owners
- Enterprise Architecture Teams
- Infrastructure and Cloud Teams
- Compliance & Risk Functions
- Service Performance & Governance
- Track and report:
- SLA Compliance
- Availability Metrics
- Incident Trends
- MTTR (Mean Time to Resolve)
- MTBF (Mean Time Between Failures)
- Service Reliability Metrics
- Capacity Utilization
- Customer Satisfaction Metrics
- Continuous Improvement & Automation
Salary Range- $110,000-$140,000 a year