Job DescriptionTotal Experience - 10+ Years
nNotice Period - Immediate
nLocation - Kochi
nWork mode - Hybrid
nRole Overview
nWe 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.
nA 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.
nKey Responsibilities
n1. Service Delivery & Operations Management
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Own end-to-end support delivery across:n
Monitoring / Proactive alertsn
L1 / L2 support teamsn
Dev coordination and escalationsn
Manage a cluster-based support model across multiple application areasn




Ensure effective ticket lifecycle management from intake to closuren
Drive structured daily operations governance (standups, backlog, SLA reviews)n

n2. SLA Management & Governance
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Own and drive Response and Resolution SLA performancen
Ensure SLA is used as an operational control mechanism, not just reportingn
Proactively manage:n
Aging ticketsn
SLA risks and breach recoveryn
Present Daily / Weekly / Monthly service performance reportsn

n3. Jira Service Management (JSM) Ownership
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Drive adoption of JSM as a single intake channeln
Ensure:n
Proper ticket categorization and prioritizationn
Data quality and mandatory field compliancen
Define and optimize:n
Workflowsn
Automation rulesn
SLA configurationsn
Build and manage dashboards and reports for:n
SLA performancen
Resource productivityn
Queue healthn

n4. Salesforce Support Management
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📌 Service Delivery Manager Ernakulam
🏢 DBiz.ai
📍 Ernakulam