## Job Summary #### 1. Service Delivery & Operations
- Own Store application support and service delivery.
- Ensure SLA/KPI adherence and daily service health monitoring.
- Review incident, problem, and change management activities.
- Monitor uptime, performance, capacity, and operational risks.
- Oversee backlog management and resolution progress. [SCnS_Stead...eChecklist | Excel] #### 2. Incident & Escalation Management
- Drive P1/P2 incident handling and escalation management.
- Ensure incident response processes are followed.
- Own RCA quality and communication to stakeholders.
- Conduct mock drills and readiness assessments for critical incidents. [SCnS_Stead...eChecklist | Excel] #### 3. Governance & Reporting
- Publish operational dashboards and governance reports.
- Track and report SLA, KPI, backlog, incident, and delivery metrics.
- Maintain RAID logs and operational documentation.
- Ensure reporting can be independently generated from tools such as JIRA, SNOW, and monitoring platforms. [SCnS_Stead...eChecklist | Excel], [SCnS Sr Mg...eview V2.0 | PowerPoint] #### 4. Stakeholder Management
- Act as the primary interface between business, customer, and delivery teams.
- Conduct weekly/monthly service reviews.
- Manage stakeholder communications and expectations.
- Gather feedback and drive closure of action items. [SCnS_Stead...eChecklist | Excel], [SCnS Sr Mg...eview V2.0 | PowerPoint] #### 5. Team Leadership
- Manage support teams and resource planning.
- Ensure team readiness, training completion, and process compliance.
- Conduct competency assessments and knowledge management activities.
- Maintain backup, roster, and contingency plans. [SCnS_Stead...eChecklist | Excel] #### 6. Compliance & Security
- Ensure adherence to security, privacy, and data-handling requirements.
- Validate access management and compliance controls.




- Drive business continuity and disaster recovery readiness. [SCnS_Stead...eChecklist | Excel] #### 7. Change & Release Governance
- Drive change management activities.
- Ensure successful execution of releases and production deployments.
- Coordinate with development, testing, infrastructure, and business teams. [SCnS_Stead...eChecklist | Excel], [SCnS Sr Mg...eview V2.0 | PowerPoint] ### Leadership Expectation from a Store
- Single point of accountability for Store application stability, service quality, customer satisfaction, governance, and continuous improvement. ##

Key Responsibilities
#### 1. Service Delivery & Operations
- Own Store application support and service delivery.
- Ensure SLA/KPI adherence and daily service health monitoring.
- Review incident, problem, and change management activities.
- Monitor uptime, performance, capacity, and operational risks.
- Oversee backlog management and resolution progress. [SCnS_Stead...eChecklist | Excel] #### 2. Incident & Escalation Management
- Drive P1/P2 incident handling and escalation management.
- Ensure incident response processes are followed.
- Own RCA quality and communication to stakeholders.
- Conduct mock drills and readiness assessments for critical incidents. [SCnS_Stead...eChecklist | Excel] #### 3. Governance & Reporting
- Publish operational dashboards and governance reports.
- Track and report SLA, KPI, backlog, incident, and delivery metrics.
- Maintain RAID logs and operational documentation.




- Ensure reporting can be independently generated from tools such as JIRA, SNOW, and monitoring platforms. [SCnS_Stead...eChecklist | Excel], [SCnS Sr Mg...eview V2.0 | PowerPoint] #### 4. Stakeholder Management
- Act as the primary interface between business, customer, and delivery teams.
- Conduct weekly/monthly service reviews.
- Manage stakeholder communications and expectations.
- Gather feedback and drive closure of action items. [SCnS_Stead...eChecklist | Excel], [SCnS Sr Mg...eview V2.0 | PowerPoint] #### 5. Team Leadership
- Manage support teams and resource planning.
- Ensure team readiness, training completion, and process compliance.
- Conduct competency assessments and knowledge management activities.
- Maintain backup, roster, and contingency plans. [SCnS_Stead...eChecklist | Excel] #### 6. Compliance & Security
- Ensure adherence to security, privacy, and data-handling requirements.
- Validate access management and compliance controls.
- Drive business continuity and disaster recovery readiness. [SCnS_Stead...eChecklist | Excel] #### 7. Change & Release Governance
- Drive change management activities.
- Ensure successful execution of releases and production deployments.
- Coordinate with development, testing, infrastructure, and business teams. [SCnS_Stead...eChecklist | Excel], [SCnS Sr Mg...eview V2.0 | PowerPoint] ### Leadership Expectation from a Store SDM
- Single point of accountability for Store application stability, service quality, customer satisfaction, governance, and continuous improvement.
- Own delivery commitments, risk management, operational excellence, and stakeholder confidence. [SCnS Sr Mg...eview V2.0 | PowerPoint], [SCnS_Stead...eChecklist | Excel] ## Skill Requirements null ## Must Have Skill Budgeting,UKG
- WFC,Oracle Retail -Stores and Omnichannel ## Valuable to Have Skill ## Other Requirements

📌 Sr Consulting Manager (India)
🏢 HCLTech
📍 India