Global Service Delivery Manager

Service Delivery Manager — Cloud Services:SDM to lead day-to-day service delivery for our SaaS products. This person owns SLAs/SLOs, incident & change management, and executive-level client communications. Must be excellent with customers, credible with engineers, and comfortable jumping into logs, dashboards, and runbooks to unblock issues. Experience in regulated or enterprise environments preferred. Success = reliable service, clear comms, fast incident resolution, measurable cost/quality improvements. Role SummaryOwn service outcomes for our saas products. Combine strong client-facing skills with technical, hands-on leadership to ensure reliability, performance, security, and continuous improvement across environments.What You’ll DoBe the primary customer contact for service health, incidents, changes, and upgrades.Drive SLAs/SLOs: define, monitor, and report availability, latency, and error budgets.Lead incident response (24×7 on-call rotation): triage, coordinate engineers, communicate status, run RCAs, and track corrective actions.Manage change & release readiness (CAB, maintenance windows, rollback plans).Build/run operational rhythms: dashboards, weekly service reviews, monthly/quarterly exec updates.Partner with Cloud/Eng teams on observability (logs/metrics/traces), capacity, performance testing, and resilience.Track and optimize cloud costs with FinOps practices.Maintain runbooks, SOPs, and playbooks; raise the bar on operational excellence.Ensure compliance with security and regulatory controls; support audits.Spot and deliver continuous-improvement initiatives that reduce toil and MTTR.Must-Have Qualifications7–10+ years in service delivery / SRE / cloud operations with direct customer ownership.Proven, excellent client-facing communication (exec-ready status, crisp RCA, calm during incidents).Hands-on with Azure (Monitor, Log Analytics, App Gateway, AKS or equivalent), CI/CD, and observability tools.Deep incident & problem management (ITIL or equivalent), change management, and runbook discipline.Data-driven approach; comfortable with dashboards, KPIs, and cost/perf trade-offs.Nice-to-HaveExperience in financial services or other regulated industries.Knowledge of networking, security baselines, and resilience patterns (blue/green, canary, chaos).Familiarity with Jira/ServiceNow, Terraform, Kubernetes, and performance testing.FinOps exposure (tagging standards, budgets, anomaly detection).Metrics You’ll Own/InfluenceSLA/SLO attainment, uptime, and error budgetsMTTR / MTTA, change failure rateCustomer satisfaction (CSAT/NPS) and exec feedbackCost per service / cost anomalies preventedAging of problems & overdue corrective actions

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