Job Description

Total Experience - 10+ Years

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Notice Period - Immediate

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Location - Kochi

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Work mode - Hybrid

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Role Overview

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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.

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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.

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Key Responsibilities

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1. Service Delivery & Operations Management

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- Own end-to-end support delivery across:
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- Monitoring / Proactive alerts
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- L1 / L2 support teams
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- Dev coordination and escalations
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- Manage a cluster-based support model across multiple application areas
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- Ensure effective ticket lifecycle management from intake to closure
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- Drive structured daily operations governance (standups, backlog, SLA reviews)
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2. SLA Management & Governance

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- Own and drive Response and Resolution SLA performance
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- Ensure SLA is used as an operational control mechanism, not just reporting
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- Proactively manage:
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- Aging tickets
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- SLA risks and breach recovery
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- Present Daily / Weekly / Monthly service performance reports
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3. Jira Service Management (JSM) Ownership

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- Drive adoption of JSM as a single intake channel
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- Ensure:
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- Proper ticket categorization and prioritization
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- Data quality and mandatory field compliance
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- Define and optimize:
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- Workflows
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- Automation rules
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- SLA configurations
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- Build and manage dashboards and reports for:
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- SLA performance
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- Resource productivity
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- Queue health
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4. Salesforce Support Management

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- Manage support operations across Salesforce CRM ecosystem
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- Understand functional and technical aspects including:
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- Sales / Service processes
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- Case management workflows
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- Integrations and dependencies
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- Coordinate with Dev teams for defect resolution and enhancements
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5. Monitoring & Incident Management

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- Oversee proactive monitoring and alert management
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- Define SOPs for:
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- Incident creation and prioritization
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- Alert deduplication and handling
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- Lead major incident management (war room / escalation governance)
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6. Process Optimization & Automation

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- Drive continuous improvement initiatives including:
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- SOP and Runbook standardization
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- Knowledge Base maturity
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- Lead implementation of:
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- Virtual Agent (VA) / chatbot solutions for L0 automation
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- Identify opportunities for:
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- Auto-remediation
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- Reduction of repeat incidents
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- Efficiency improvements
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7. Stakeholder & Client Management

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- Act as the primary interface for business and technology stakeholders
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- Manage:
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- Service reviews
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- Executive reporting
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- Escalation handling
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- Provide insights and recommendations for service improvement
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8. Team & Resource Management

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- Manage and lead 40–60 member distributed teams
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- Ensure:
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- Effective workload distribution
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- Shift and capacity planning
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- Performance tracking and mentoring
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9. Reporting & Analytics

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- Develop and present dashboards covering:
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- SLA performance (priority-wise)
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- Incident and Service Request trends
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- Resource productivity
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- Ensure data accuracy and actionable insights for stakeholders
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Required Skills & Experience

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- Robust experience in enterprise application support / managed services
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- Hands-on experience with:
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- Jira Service Management (JSM)
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- Salesforce support operations
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- Proven experience managing large teams (40+ resources)
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- Strong understanding of:
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- ITIL processes (Incident, Problem, Change)
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- SLA management and service governance
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- Experience in dashboarding and reporting tools
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- Demonstrated experience in stakeholder management (business & CXO level)
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Preferred / Good to Have

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- Experience implementing Virtual Agent / chatbot solutions
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- Exposure to AIOps / automation frameworks
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- Experience with monitoring tools (e.g., Datadog or similar)
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- Experience in digital platforms (web/mobile + integrations ecosystem)
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📌 Service Delivery Manager (Kochi)
🏢 DBiz.ai
📍 Kochi