Service Delivery Project Manager

Role OverviewWe 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.Total Experience - 12+ YearsNotice Period - Immediate to 30 daysLocation - KochiKey Responsibilities1. Service Delivery & Operations ManagementOwn end-to-end support delivery across:Monitoring / Proactive alertsL1 / L2 support teamsDev coordination and escalationsManage a cluster-based support model across multiple application areasEnsure effective ticket lifecycle management from intake to closureDrive structured daily operations governance (standups, backlog, SLA reviews)2. SLA Management & GovernanceOwn and drive Response and Resolution SLA performanceEnsure SLA is used as an operational control mechanism, not just reportingProactively manage:Aging ticketsSLA risks and breach recoveryPresent Daily / Weekly / Monthly service performance reports3. Jira Service Management (JSM) OwnershipDrive adoption of JSM as a single intake channelEnsure:Proper ticket categorization and prioritizationData quality and mandatory field complianceDefine and optimize:WorkflowsAutomation rulesSLA configurationsBuild and manage dashboards and reports for:SLA performanceResource productivityQueue health4. Salesforce Support ManagementManage support operations across Salesforce CRM ecosystemUnderstand functional and technical aspects including:Sales / Service processesCase management workflowsIntegrations and dependenciesCoordinate with Dev teams for defect resolution and enhancements5. Monitoring & Incident ManagementOversee proactive monitoring and alert managementDefine SOPs for:Incident creation and prioritizationAlert deduplication and handlingLead major incident management (war room / escalation governance)6. Process Optimization & AutomationDrive continuous improvement initiatives including:SOP and Runbook standardizationKnowledge Base maturityLead implementation of:Virtual Agent (VA) / chatbot solutions for L0 automationIdentify opportunities for:Auto-remediationReduction of repeat incidentsEfficiency improvements7. Stakeholder & Client ManagementAct as the primary interface for business and technology stakeholdersManage:Service reviewsExecutive reportingEscalation handlingProvide insights and recommendations for service improvement8. Team & Resource ManagementManage and lead 40–60 member distributed teamsEnsure:Effective workload distributionShift and capacity planningPerformance tracking and mentoring9. Reporting & AnalyticsDevelop and present dashboards covering:SLA performance (priority-wise)Incident and Service Request trendsResource productivityEnsure data accuracy and actionable insights for stakeholdersRequired Skills & ExperienceStrong experience in enterprise application support / managed servicesHands-on experience with:Jira Service Management (JSM)Salesforce support operationsProven experience managing large teams (40+ resources)Strong understanding of:ITIL processes (Incident, Problem, Change)SLA management and service governanceExperience in dashboarding and reporting toolsDemonstrated experience in stakeholder management (business & CXO level)Preferred / Good to HaveExperience implementing Virtual Agent / chatbot solutionsExposure to AIOps / automation frameworksExperience with monitoring tools (e.g., Datadog or similar)Experience in digital platforms (web/mobile + integrations ecosystem)

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