Senior Service Delivery Manager

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Harris Computer

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1993

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Harris Computer is a company that provides mission-critical software solutions across various industries, including the public sector, healthcare, utilities, and private sector verticals. They focus on acquiring businesses with growth potential, managing them effectively, and building them for future success. Harris Computer serves over 100,000 customers with a global presence in North America, Europe, Asia, and Australia, employing over 12,000 people. Their mission is to empower customers to deliver on their goals by offering tailored software and services.

📋 Description

• Provide leadership for rotational teams and collaborate with duty managers supporting more than 100 clients • Execute and govern change management activities across the cloud business unit • Facilitate Technical Review Board meetings for change reviews across the cloud business unit • Staff and lead the Hosting Response Bridge with 24x7 monitoring during post-change stability windows • Trigger response swarms when anomalies are detected • Enforce alert-suppression discipline and confirm pre-change baselines and post-change comparisons • Oversee validation against Validation Test Library criteria, including mandatory application and technical validation for production changes • Authorize or refuse final change closure based on approved closure windows, HRB observation, and complete evidence • Invoke rollback against pre-agreed triggers and escalate exceptions to the Tower Leader • Carry open items into shift handovers with clear owners • Detect and remediate major incidents and critical issues during assigned shifts • Ensure timely and professional resolution of client requests, incidents, and problems • Run team stand-ups and manage handovers between shifts and teams • Allocate resources across teams to resolve issues efficiently • Identify and implement operational process improvements • Assist Shift Site Reliability Engineers with client communications and escalations • Drive alerting, monitoring, case, and ServiceNow metrics against agreed KPIs • Own and continuously improve the end-to-end change process, intake template, and Validation Test Library • Track and report TRB gate-hold and rework rates monthly • Provide performance feedback, supervise attendance and participation, and motivate employees on rotating shifts • Report peer-review SLA breaches, TRB metrics, closure refusals, change success and incident rates, rollback metrics, process exceptions, case/SNOW KPIs, and alerting KPIs • Provide bi-weekly reporting through the change management team control deck

🎯 Requirements

• Senior operations experience implied by the Sr Service Delivery Manager role; specific years are not stated • Ability to lead rotational teams and collaborate with duty managers supporting 100+ clients • Ability to work rotating shifts and support 24x7 monitoring • Experience or capability in change management governance and cloud operations • Ability to chair Technical Review Board meetings and assess risk classification, architectural impact, rollback adequacy, and monitoring plans • Ability to oversee change implementation, validation, closure, and rollback procedures • Ability to manage major incidents, critical issues, client requests, incidents, and problems • Ability to conduct shift handovers, stand-up calls, resource allocation, and operational process improvements • Ability to drive KPIs for alerts, monitoring tools, and ServiceNow (SNOW) metrics • Ability to provide employee performance feedback, supervise attendance, and motivate rotating-shift employees • Ability to prepare monthly and bi-weekly change-management reporting • Knowledge of Validation Test Library pass/fail criteria and evidence requirements • Ability to communicate with clients and manage escalations

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume