We are seeking an experienced Senior Service Delivery Manager to lead operational excellence, service reliability, and change management governance across a complex cloud operations environment. In this senior leadership role, you will oversee rotating teams supporting more than 100 clients, ensuring the reliable delivery of mission-critical services around the clock. You will serve as the accountable owner of the business unit's change management governance, leading Technical Review Board activities and overseeing change implementation, validation, and closure. Working closely with duty managers, technical teams, and tower leaders, you will drive incident resolution, operational performance, and continuous improvement. You will also play a critical role in maintaining service stability, managing escalations, and ensuring compliance with operational standards. This is an opportunity to influence large-scale service delivery operations while leading teams in a dynamic, client-focused cloud and healthcare technology environment.
- Change Management Governance: Own and oversee the end-to-end change management process across the business unit, ensuring compliance with established governance frameworks, operational policies, and approval procedures. Continuously improve change intake processes, documentation templates, and validation standards across all service delivery towers.
- Technical Review Board Leadership: Chair Technical Review Board (TRB) meetings and act as the final governance checkpoint for proposed changes. Evaluate risk classifications, architectural implications, rollback plans, and monitoring strategies, approving changes, requesting revisions, or escalating concerns when necessary.
- Change Implementation and Validation: Oversee change execution, post-implementation monitoring, and validation activities. Ensure all production changes meet mandatory application and technical validation requirements, supported by documented evidence and predefined pass/fail criteria.
- Post-Change Monitoring and Closure: Lead the Hosting Response Bridge (HRB) during post-change stability windows, ensuring continuous monitoring and immediate escalation when anomalies arise. Enforce alert-suppression procedures, verify pre-change baselines and post-change comparisons, and authorize final change closure only when all validation requirements are satisfied.
- Rollback and Risk Management: Establish and document clear rollback triggers during TRB reviews, including maximum decision timelines. Exercise rollback authority when predefined conditions are met, escalating exceptions to the relevant Tower Leader and ensuring appropriate risk mitigation.
- Shift Handover and Operational Continuity: Ensure unresolved change activities and operational issues are accurately documented and transferred between shifts, with clear ownership and follow-up responsibilities to prevent missed actions or delayed closures.
- Operational Leadership and Incident Management: Oversee early detection, escalation, and resolution of major incidents and critical issues during assigned shifts. Ensure client requests, incidents, and problems are addressed promptly and professionally while maintaining high service quality.
- Team Coordination and Resource Management: Lead daily team stand-ups, coordinate shift handovers, manage client status updates, and allocate resources effectively across teams to support timely incident resolution and operational continuity.
- Client Communication and Escalation: Support Shift Site Reliability Engineers with client communications and escalations, ensuring transparent updates and professional management of critical service situations.
- Performance and KPI Management: Drive operational performance through agreed KPIs covering alerts, monitoring tools, incident management, and ServiceNow (SNOW) case metrics. Monitor service delivery effectiveness and implement corrective actions where required.
- People Management and Development: Provide detailed performance feedback, supervise employee attendance and participation, and motivate team members working rotating shifts. Collaborate with Tower Managers on employee development, training, performance assessments, and operational best practices.
- Reporting and Governance Metrics: 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 by tower. Also report operational case, ServiceNow, and alerting KPIs.
- Continuous Improvement: Monitor change management effectiveness, identify recurring operational challenges, and implement improvements to governance processes and service delivery standards. Provide bi-weekly reporting through the change management control dashboard and drive consistently successful change outcomes.
Requirements
- Professional Experience: Significant experience in IT service delivery management, cloud operations, infrastructure management, or a related technical operations leadership role.
- Service Delivery Leadership: Proven ability to lead distributed or rotational teams responsible for supporting multiple clients and delivering mission-critical services in a 24/7 operational environment.
- Change Management Expertise: Strong understanding of enterprise change management governance, including change assessment, risk classification, approval processes, implementation oversight, validation, rollback planning, and closure controls.
- Technical Review and Governance: Experience leading technical review boards or comparable governance forums, evaluating architectural impacts, implementation risks, monitoring requirements, and rollback strategies.
- Incident and Problem Management: Demonstrated expertise in major incident management, critical issue resolution, escalation handling, service restoration, and operational continuity.
- Cloud and Infrastructure Operations: Solid understanding of cloud operations, infrastructure services, monitoring environments, and service reliability practices.
- ITSM and Monitoring Tools: Familiarity with ServiceNow (SNOW), incident management platforms, alerting systems, monitoring tools, and operational performance dashboards.
- Process and Performance Management: Experience defining, monitoring, and reporting operational KPIs, SLA compliance, change success rates, incident trends, and service delivery performance.
- People Management: Strong leadership and team management capabilities, including performance reviews, employee engagement, shift supervision, coaching, and resource allocation.
- Communication and Stakeholder Management: Excellent verbal and written communication skills, with the ability to coordinate across technical teams, tower leaders, duty managers, and client stakeholders.
- Analytical and Problem-Solving Skills: Strong attention to detail and the ability to assess operational risks, investigate anomalies, make timely decisions, and implement effective corrective measures.
- Adaptability and Accountability: Ability to work effectively in a fast-paced, client-focused environment, manage rotating shift operations, and take ownership of critical operational decisions.
- Continuous Improvement Mindset: Demonstrated commitment to strengthening governance frameworks, improving operational processes, and maintaining high standards of service reliability and customer satisfaction.
Benefits
- Remote Working Opportunity: Remote work arrangement within India, with the role associated with the Pune-Baroda location.
- Full-time Employment: Opportunity to take on a senior operational leadership position within an established healthcare technology environment.
- Leadership and Ownership: Significant responsibility for enterprise-wide change management governance and service delivery operations.
- Client Exposure: Opportunity to oversee services supporting more than 100 clients and contribute to the reliability of mission-critical healthcare technology systems.
- Cross-functional Collaboration: Work closely with technical specialists, duty managers, Tower Leaders, and operational teams across multiple service delivery functions.
- Professional Development: Opportunities to strengthen expertise in cloud operations, IT service management, change governance, incident management, and service reliability.
- Strategic Impact: Direct influence on operational performance, risk management, service quality, and continuous improvement initiatives.
