Service Delivery Manager

🔥 13 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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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 100+ clients • Ensure efficient and professional delivery of hospitality for clients' mission-critical systems • 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 incident-response swarms when anomalies are detected • Enforce alert suppression and confirm pre-change baselines and post-change comparisons • Oversee validation against Validation Test Library pass/fail criteria and evidence • Authorize or refuse final change closure based on closure windows, monitoring, and 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 handling of client requests, incidents, and problems • Run team stand-ups and manage handovers across 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 KPI results for alerts, monitoring tools, and case/ServiceNow metrics • Own and improve the end-to-end change governance process, intake template, and Validation Test Library • Track and report TRB gate-hold and rework rates monthly • Provide performance feedback and supervise attendance and participation • Report change-management, incident, rollback, process-exception, case, ServiceNow, and alerting metrics monthly • Produce a bi-weekly change management team control deck

🎯 Requirements

• Senior operations position • Ability to lead rotational teams and collaborate with duty managers • Ability to support 100+ clients on a rotating shift pattern • Experience or capability in change management governance • Ability to chair Technical Review Board meetings • Ability to oversee change implementation, validation, and closure • Ability to provide 24x7 monitoring during post-change stability windows • Ability to manage major incidents, critical issues, client requests, incidents, and problems • Ability to run stand-up calls and manage handovers between shifts and teams • Resource allocation and operational process improvement capabilities • Ability to support client communication and escalations • Experience with KPIs, alerting, monitoring tools, case management, and ServiceNow (SNOW) metrics • Ability to assess risk classification, architectural impact, rollback adequacy, and monitoring plans • Ability to supervise employee attendance, participation, performance, and rotating shifts

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