Job Description:

A Service Delivery Leader (SDL) is responsible for end-to-end service delivery for application support, platform operations, and production support environments. This role ensures SLA adherence, operational stability, incident/problem management, proactive monitoring, and continuous service improvement across business-critical systems.

The SDM acts as the primary interface between clients, engineering teams, platform operations, and third-party vendors while driving operational excellence using ITIL best practices, monitoring tools, and automation.

Experience: 12+ Years

Key Responsibilities

Technical Skills & Requirements:

Service Delivery & Operations Management
Own and govern end-to-end service delivery for application support and platform operations.
Ensure compliance with SLAs, OLAs, KPIs, and contractual commitments.
Drive 24x7 production support models for mission-critical applications.
Conduct regular service reviews, operational dashboards, and executive reporting.
Act as an escalation point for major service-impacting issues.




Application Support & Production Support
Manage L2/L3 application support teams across multiple business applications.
Oversee incident, problem, and change management processes.
Ensure swift root cause analysis (RCA) and preventive corrective actions.
Support production releases, hotfixes, and emergency changes.
Coordinate war rooms for critical incidents and major outages.
Platform Operations
Manage operations of platforms such as cloud (AWS/Azure/GCP), middleware, databases, and DevOps toolchains.
Ensure platform availability, performance, scalability, and security.
Collaborate with SRE, infrastructure, and DevOps teams to improve reliability.
Govern capacity planning, patching, backup, DR, and resilience strategies.
Monitoring, Observability & Automation
Implement and optimize monitoring and observability tools, including:
Splunk
Dynatrace
AppDynamics
Prometheus & Grafana
ELK Stack
Current Relic
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📌 Service Delivery Director (Bengaluru)
🏢 Ascendion
📍 Bengaluru