We are seeking a seasoned Service Delivery Manager to manage enterprise data operations and support services, with at least 10 years in the field. The candidate will be responsible for overseeing production support, ensuring service excellence, driving operational efficiency, and leading teams to deliver reliable and scalable data solutions aligned with business objectives.

As a Service Delivery Manager, you will be responsible for the following:

- Responsible for end-to-end management of Production support for a large account; act as a go-to person for solutioning RFP/ Solutioning.
- Experience in managing delivery across all support layers (L1, L2, and L3) including minor enhancements and automation initiatives.
- Drive thought leadership for next-gen support processes in an Agile, automation-first environment; define best practices and knowledge management protocols.
- Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues, and manage customer escalations efficiently.
- Identify customer issues proactively, drive RCA reactively, and maintain an excellent relationship with end-users and stakeholders.
- Provide up-to-date management reporting on a regular basis to internal and external stakeholders.





What do we expect?

- 12+ years of IT experience with 3+ years of working in a playing role as Service Delivery Manager for a large customer.
- A fair degree of technical understanding of Data Engineering-based programs and Analytics concepts involving cloud-based ETL and BI-based programs, preferably in the Azure platform.
- Experience in various SDM areas including Service Management, Incident tracking Service Management, RCA, Problem management, and change management.
- Experience in Managing Prod workplace, incident/ticket management, problem resolution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management in Service Management.
- Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principles, solid resource planning and problem-solving skills.
- People Management – Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.
- Strong knowledge of SLA Management, Incident/response tools, and Release management.

📌 Service Delivery Manager (Bengaluru)
🏢 Tiger Analytics
📍 Bengaluru