Total Experience - 10+ Years /n Notice Period - Immediate /n Location - Kochi /n Work mode - Hybrid /n Role Overview /n 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. /n 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. /n Key Responsibilities /n 1.

Service

Delivery & Operations Management /n /n

- 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)

/n /n 2. SLA Management & Governance /n /n

- 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

/n /n 3.

Jira Service

Management (JSM) Ownership /n /n

- 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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Salesforce Support

Management /n /n

- 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

/n /n 5. Monitoring & Incident Management /n /n

- 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)

/n /n 6.

Process

Optimization & Automation /n /n

- 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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Stakeholder & Client Management /n /n

- 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

/n /n 8. Team & Resource Management /n /n

- 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

/n /n 9. Reporting & Analytics /n /n

- 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

/n /n Required Skills & Experience /n /n

- Solid 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)

/n /n Preferred / Good to Have /n /n

- 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