Need: Service Delivery Manager: Atlanta, GA (Need Only Locals)

Hello All, Hope you are doing great Please go through the job description and let me know your interest. Job Title: Service Delivery Manager Work Location: Atlanta, GA (Hybrid from Day 1) (Need Only Locals) Duration: Long Term Contract Summary: We are seeking an experienced and results-driven Service Delivery Manager to lead and manage the Production Support Service Delivery for an enterprise test environment platform operations. The ideal candidate will have prior experience overseeing large-scale support operations, including managing a team of approximately 100+ resources, ensuring high-quality, stable, and efficient support services 24x7. This role requires deep expertise in IT Service Management, stakeholder communication, and delivery governance across distributed teams. Required Qualifications & Skills: 12+ years of experience in IT service delivery or production support, with at least 5+ years in a leadership role. Proven track record of managing large-scale production support environments Strong knowledge and experience in APIs, Cloud, Kubernetes Telco experience Experience managing globally distributed teams of 100+ FTEs Strong understanding of ITIL framework (ITIL certification preferred) Demonstrated experience in stakeholder management, service governance, and delivery metrics Excellent problem-solving, communication, and organizational skill Strong analytical mindset with ability to leverage data for decision-making Experience in Agile/DevOps environments is a plus. Key Responsibilities: Service Delivery Management: Oversee end-to-end delivery of production support services across the enterprise platform and infrastructure Ensure SLA adherence, uptime, performance, and incident resolution targets are consistently met Implement and improve ITIL-aligned processes (incident, problem, change, and release management). Team Management: Lead a global support team of 100+ professionals including L1, L2, L3 support engineers, leads, and managers Foster a culture of accountability, continuous improvement, and operational excellence Drive workforce planning, hiring, onboarding, and performance management. Stakeholder & Customer Engagement: Serve as the primary point of contact for senior stakeholders, ensuring transparent communication and timely issue resolution Regularly provide operational updates, risk assessments, and service performance reports. Operational Excellence & Governance: Define and monitor KPIs, SLAs, and OLAs. o Identify areas of improvement and drive automation, efficiency, and process enhancements Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards. Crisis & Escalation Management: Lead the resolution of high-impact incidents, coordinating across teams to minimize business disruption. Own major incident communication and root cause analysis reporting. Communication with all stakeholders and leadership

Thanks & Regards,
Satnam Singh
Email : [email protected]