Service Delivery Manager

Key Responsibilities

24/7 Critical Incident Command

• Response Leadership Take charge of critical production incidents around the
  
  

clock, orchestrating task forces for rapid resolution to minimize business impact.

• MTTD & MTTR Focus Swiftly diagnose complex system flows to reduce Mean
  
  

Time to Detect (MTTD) and Mean Time to Resolve (MTTR).

• Resolution Oversight Coordinate and facilitate end-to-end troubleshooting
  
  

across multiple teams and technical layers.

Stakeholder Communication & Reporting

• Crisis Communication Publish periodic updates to all stakeholders using
  
  

standardized templates during outages or high-severity events.

• Executive Reporting Present metrics and statistics for Sev0/1 incidents to
  
  

leadership, highlighting impact analysis and trends.

• War Room Management Establish and maintain recognized command posts
  
  

(virtual or physical) for streamlined decision-making.

ITSM Process & Post-Incident Management

• RCA Governance Lead thorough Root Cause Analysis (RCA) sessions and
  
  

ensure the timely closure of all identified action items.

• Knowledge Management Maintain and update the Known Error Database
  
  

(KEDB) and ensure incident documentation is preserved for future learning.

• Process Improvement Continuously refine incident management playbooks,
  
  

trigger rules, and workflows within ITSM tools like ServiceNow.

Candidate Requirements

Experience & Qualifications

• Professional Background 3 to 5 years of experience in technical leadership,
  
  

specifically managing large-scale application support or infrastructure programs.

• Educational Foundation Bachelor's degree in Computer Science, Engineering, or
  
  

a related technical field.

• Shift Model Proven ability to work effectively in a 24/7 rotational model.
  
  

Technical & Process Expertise

• ITSM Mastery Intermediate knowledge of ITIL frameworks (Incident, Problem,

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