Expert Service Delivery Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Expert Service Delivery Manager based in India.

We are seeking an experienced Expert Service Delivery Manager to lead large-scale IT operations, strengthen service reliability, and oversee enterprise-wide change management governance. In this senior leadership role, you will manage rotational operations teams supporting more than 100 clients, ensuring the efficient and reliable delivery of mission-critical cloud services. You will act as the accountable owner of change management governance, chairing Technical Review Board meetings and overseeing the complete change lifecycle, from risk assessment and implementation to validation and final closure. Working closely with duty managers, technical teams, and Tower Leaders, you will drive operational excellence, incident resolution, and continuous service improvement. You will also play a key role in developing team capabilities, maintaining performance standards, and ensuring seamless coordination across shifts. This is an opportunity to influence critical technology operations while delivering exceptional service quality in a dynamic healthcare technology environment.

Accountabilities

• Enterprise Change Management Governance: Own and oversee the end-to-end change management governance process across the business unit, ensuring compliance with established operational frameworks and procedures. Continuously improve change management standards, processes, intake templates, and validation requirements across all service delivery towers.
• Technical Review Board Leadership: Chair Technical Review Board (TRB) meetings and serve as the final governance authority for proposed changes. Evaluate risk classifications, architectural impacts, rollback strategies, and monitoring plans, making decisions to approve changes, request rework, or escalate issues when necessary.
• Change Implementation and Validation: Supervise change implementation and post-deployment validation, ensuring all production changes meet established technical and application testing requirements. Verify that supporting evidence satisfies the Validation Test Library's predefined pass/fail criteria.
• Post-Change Monitoring and Closure: Lead and coordinate the Hosting Response Bridge (HRB), ensuring 24/7 monitoring throughout post-change stability windows. Detect anomalies promptly, initiate response teams when necessary, and enforce alert-suppression procedures and pre-change baseline capture. Authorize final change closure only after the required observation period, successful validation, and complete supporting documentation.
• Rollback and Risk Control: Establish and document predefined rollback triggers during TRB reviews, including maximum decision timelines. Exercise rollback authority immediately when agreed conditions are met, escalating exceptions to the relevant Tower Leader.
• Shift Handover and Operational Continuity: Ensure all open change activities, incidents, and operational actions are properly documented and transferred between shifts, with clearly assigned owners and follow-up responsibilities.
• Operational Leadership and Incident Management: Oversee early detection, escalation, and rapid resolution of major incidents and critical operational issues. Ensure client requests, incidents, and problems are handled promptly and professionally while maintaining high service delivery standards.
• Team Coordination and Resource Allocation: Lead team stand-up meetings, coordinate operational activities, manage shift handovers, and allocate resources across teams to ensure efficient issue resolution and uninterrupted service delivery.
• Client Communication and Escalation Management: Support Shift Site Reliability Engineers in managing client communications, critical escalations, and service-related updates, ensuring transparency and professional stakeholder engagement.
• Performance and KPI Management: Drive operational results through established performance indicators covering alerts, monitoring platforms, incident management, and ServiceNow (SNOW) case metrics. Identify performance gaps and implement corrective actions to improve service quality.
• People Management and Development: Provide detailed and accurate performance feedback to team members, supervise attendance and participation, and motivate employees working rotating shifts. Collaborate with Tower Managers on employee evaluations, training effectiveness, technical development, and operational best practices.
• Change Governance Performance Reporting: Prepare monthly reports covering peer-review SLA breaches, TRB gate-hold and rework rates, closure refusals, change success rates, change-related incidents over 24-hour and 7-day periods, rollback invocation and success rates, and process exceptions across service towers.
• Operational Reporting: Monitor and report case management, ServiceNow, and alerting KPIs. Prepare bi-weekly change management control reports and provide actionable insights into governance effectiveness and operational performance.
• Continuous Improvement: Identify opportunities to strengthen change management controls, improve incident response, and enhance operational workflows. Maintain rigorous governance standards to maximize successful change outcomes and minimize service disruptions.

Requirements

• Professional Experience: Extensive experience in IT service delivery management, cloud operations, infrastructure operations, or enterprise technology support, preferably in a senior operational leadership capacity.
• Service Delivery Management: Proven ability to manage large-scale service delivery operations, including distributed or rotational teams supporting multiple enterprise clients in a 24/7 environment.
• Change Management Expertise: Strong understanding of enterprise IT change management frameworks, including risk assessment, change approvals, implementation oversight, validation, rollback procedures, and formal closure governance.
• Technical Review and Governance: Demonstrated experience leading Technical Review Boards or similar governance forums, assessing technical risks, architectural impacts, monitoring strategies, and rollback readiness.
• Incident and Problem Management: Extensive knowledge of major incident management, critical issue resolution, escalation handling, root cause analysis, and service restoration processes.
• Cloud and Infrastructure Operations: Strong understanding of enterprise cloud operations, infrastructure services, monitoring environments, and mission-critical technology platforms.
• IT Service Management Tools: Familiarity with ServiceNow (SNOW), enterprise monitoring and alerting platforms, incident management systems, and operational reporting dashboards.
• Performance and KPI Management: Experience defining, tracking, analyzing, and reporting operational KPIs, SLA compliance, change success rates, incident trends, and service delivery metrics.
• People Leadership: Proven ability to supervise, motivate, and develop teams working rotating shifts, including performance reviews, coaching, attendance management, and resource allocation.
• Stakeholder Management: Excellent communication and interpersonal skills, with the ability to coordinate effectively with Tower Managers, duty managers, technical teams, engineers, and client stakeholders.
• Analytical and Problem-Solving Skills: Strong decision-making capabilities, attention to detail, and the ability to assess operational risks, identify process weaknesses, and implement effective solutions.
• Accountability and Adaptability: Ability to take ownership of critical operational decisions, manage competing priorities, and perform effectively in a fast-paced, client-focused environment.
• Continuous Improvement Mindset: Demonstrated commitment to operational excellence, governance improvement, service reliability, and consistently high-quality client experiences.

Benefits

• Remote Working Opportunity: Remote work arrangement within India, associated with the Pune-Baroda location.
• Full-time Employment: Opportunity to take on a senior operational leadership position within an established healthcare technology environment.
• Strategic Responsibility: Significant ownership of enterprise-wide change management governance and large-scale service delivery operations.
• Client Exposure: Opportunity to oversee mission-critical services supporting more than 100 clients.
• Leadership Opportunities: Manage and develop rotational teams while collaborating with senior operational and technical leaders.
• Cross-functional Collaboration: Work with duty managers, Tower Leaders, Site Reliability Engineers, and infrastructure teams across multiple service delivery functions.
• Professional Development: Exposure to enterprise cloud operations, IT service management, change governance, incident management, and operational excellence practices.
• Business Impact: Direct influence on service reliability, risk management, operational performance, and the quality of technology services supporting healthcare organizations.

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