Total Experience - 10+ Years
Notice Period - Immediate
Location - Kochi
Work mode - Hybrid
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:
Monitoring / Proactive alerts
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
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
3. Jira Service Management (JSM) Ownership
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
Automation rules
SLA configurations
Build and manage dashboards and reports for:
SLA performance
Resource productivity
Queue health
4. Salesforce Support Management
Manage support operations across Salesforce CRM ecosystem
Understand functional and technical aspects including:
Sales / Service processes
Case management workflows
Inte
📌 Service Delivery Manager (Kochi)
🏢 DBiz.ai
📍 Kochi
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