Service Delivery Manager

Key Responsibilities Delivery & Operations • Own day-to-day delivery of L2/L2.5 support across multiple IM platforms. • Ensure SLA adherence, 24x7 availability, and effective incident/problem management. • Manage major incidents, escalations, communication bridges, and RCA governance. • Oversee release readiness, environment health, batch stability, and change coordination. Stakeholder Management • Act as the single point of contact for Business, App Owners, and Technology Leads. • Provide clear reporting, dashboards, and proactive communication on operational health. • Drive alignment on priorities, risks, and improvement opportunities. Team Leadership • Lead and manage a support team of ~50 engineers across L1.5/L2/L2.5. • Define delivery metrics, KPIs, and governance routines. • Mentor teams, drive capability-building, ensure knowledge management & SOP maturity. Process & Continuous Improvement • Strengthen ITIL practices across incident, problem, change, and knowledge management. • Identify and implement automation in monitoring, batch, and diagnostic workflows. • Reduce MTTR, increase stability, and minimize repeat incidents through structured improvements. Technical Oversight • Provide guidance on complex debugging across APIs, microservices, data pipelines, and batch processes. • Ensure robust observability through logging, alerts, and monitoring frameworks. • Partner with Dev/Infra teams for performance tuning and systemic fixes. Required Skills & Experience • 15+ years of IT experience with strong background in Production Support/AMS. • 5+ years managing large teams in Investment Management or Capital Markets environments. • Hands-on familiarity with Aladdin, CRD, Mosaic, or similar OMS/PMS/Data platforms. • Strong understanding of APIs, microservices, SQL/PLSQL, scripting, batch tools (Autosys/Control-M). • Proven expertise with ITIL processes and tools like ServiceNow/JIRA. • Excellent communication, stakeholder management, and crisis-handling skills. Nice to Have • Knowledge of Snowflake/MS SQL, container platforms (Docker/K8s), and cloud environments. • Understanding of financial instruments, trade lifecycle, and market data flows. • Experience with BI/monitoring tools like Power BI, Splunk, Grafana, AppDynamics.

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