Job Description – Service Delivery Manager (Digital Support & Operations)
Role Title: Service Delivery Manager (SDM) – Digital Support
Experience: 12–18+ years
Team Size: 40–60 resources

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 Responsibilities
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)
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 reports
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 health
Salesforce Support Management
Manage support operat

📌 Senior Service Delivery Manager Kochi
🏢 Empnéo ICT
📍 Kochi