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
- Drive structured daily operations governance (standups, backlog, SLA reviews)
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:
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📌 Service Delivery Manager (India)
🏢 DBiz.ai
📍 India