Service Delivery Manager

Job Title : Service Delivery Manager

Study Level : Bachelor's Degree

Primary Skill : ITSM

Experience : 7 years

Job Duration : 3-6 Months

Location: Culver City, CA (4 days onsite per week)

Role Overview

Ensure SLA compliance and maintain high availability of business-critical applications/systems

Take ownership of application downtime incidents and act as the primary escalation point during outages

Leverage a strong development background to better understand application behavior, logs, and issue diagnosis

Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles

Manage major incidents with clear, timely stakeholder communication

Oversee end-to-end application support lifecycle (incident, problem, change coordination)Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring

Perform issue triage with leads/technical teams to identify root causes and drive resolution

Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management

Plan and execute preventive & corrective maintenance

Track and improve incident trends, recurring issues, and service performance

Develop MIS/operational reports and dashboards (Excel)Drive service reviews and continuous improvement initiatives

Maintain documentation, SOPs, and service logs

Demonstrate strong stakeholder management across business and IT teams

Mentor team on incident handling, RCA quality, and support best practices

Address : Los Angeles, California, United States