Job Description

Role: Service Delivery Manager

Location: Dallas, TX (Remote)

Type: Contarct

Key Responsibilities:

• Provide integrated oversight of Incident Management, Problem Management, Change Management, and Availability Management processes.
• Ensure services and components are designed and maintained to meet defined availability targets.
• Analyze incident and problem data to identify and eliminate chronic availability issues.
• Facilitate problem management calls and coordinate with internal and external stakeholders to drive root cause analysis and corrective actions.
• Oversee major change reviews to minimize risk and prevent service disruptions.
• Continuously improve recovery models for major incidents to ensure rapid service restoration.
• Generate and deliver weekly and monthly service availability reports aligned with business needs.

Required Skillset:

• Strong understanding of ITIL processes, especially Incident, Problem, Change, and Availability Management.
• Experience with service monitoring and reporting tools (e.g., Datadog, ServiceNow, PagerDuty).
• Ability to interpret operational data and drive actionable insights.
• Familiarity with enterprise IT infrastructure and cloud environments (AWS, Azure, etc.).
• Excellent coordination and stakeholder management skills.

Soft Skills:

• Strong leadership and decision-making abilities.
• Excellent communication and presentation skills.
• Analytical mindset with a focus on continuous improvement.
• Ability to manage cross-functional teams and drive consensus.
• Calm and composed under pressure, especially during major incidents.

Work Experience:

• 12+ years of overall IT experience.
• 5+ years of experience in IT service management or delivery management roles.
• Proven track record in managing service availability and leading incident/problem resolution in enterprise environments.
• Experience working with global teams and managing high-impact changes.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field (B.E/B. Tech preferred).
• ITIL certification is a plus.

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