Service Delivery Manager

About the job

We are looking for an experienced Service Delivery Manager to lead and manage 24/7 SaaS support operations for our Cloud and AI platforms. This role is ideal for someone with a strong technical background and proven experience in SaaS/product support environments, who can ensure high service reliability, customer satisfaction, and operational excellence. The role requires a leader who can effectively manage service delivery, customer engagement, operational metrics, and continuous improvement initiatives, while working closely with engineering, product, and customer teams. Key Responsibilities: • Lead and manage 24/7 SaaS support operations, ensuring high availability and quality service delivery. • Drive end-to-end service delivery management for cloud-based products and platforms. • Manage customer relationships and service expectations, ensuring timely resolution of issues and strong customer satisfaction. • Monitor and improve operational metrics, SLAs, KPIs, and service performance reports. • Implement and manage ITIL-based processes including incident management, problem management, and change management. • Collaborate closely with engineering, product, and platform teams to resolve complex technical issues and improve platform stability. • Lead daily operational reviews, escalation management, and service health tracking. • Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience. • Mentor and guide support engineers to build a high-performing support organization. Required Qualifications: • Bachelor’s degree in Engineering or a technical field (mandatory). • 5–8 years of experience in Service Delivery, Technical Support, or SaaS/Product Support Operations. • Strong experience managing customer-facing support operations and service delivery. • Hands-on understanding of Cloud technologies, Linux environments, and application/product support. • Proven experience working with ITIL frameworks and service management processes. • Strong experience in service metrics, reporting, operational dashboards, and performance management. • Ability to manage 24/7 support teams and high-priority customer escalations. • Excellent communication, stakeholder management, and leadership skills.

Requirements

• SaaS Support Operations
• Service Delivery Management
• Customer Relationships
• ITIL Processes
• Technical Skills

Qualifications

• Bachelor’s degree in Engineering

Preferred Technologies

• SaaS Support Operations
• Service Delivery Management
• Customer Relationships
• ITIL Processes
• Technical Skills