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 Responsibilities1. 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 reports3. 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 health4. Salesforce Support Management Manage support operations across Salesforce CRM ecosystem Understand functional and technical aspects including: Sales / Service processes Case management workflows Integrations

📌 Service Delivery Manager (Kochi)
🏢 DBiz.ai
📍 Kochi