Service Delivery Project Manager

Role Overview We are looking for an experienced Service Delivery Manager to lead end-to-end delivery of enterprise digital support services across web, mobile, and CRM (Salesforce) platforms. The role will be responsible for managing multi-layered support operations (Monitoring, L1, L2, and Dev coordination), driving SLA adherence, operational governance, and continuous service improvement, while working closely with business and technology stakeholders. A key focus area for this role is to optimize support operations through automation, Virtual Agent (VA) implementation, and process improvements, enabling scalable and proactive service delivery.

Total Experience - 12+ Years Notice Period - Immediate to 30 days Location - Kochi Key Responsibilities 1. Service Delivery & Operations Management Own end-to-end support delivery across: Monitoring / Proactive alerts L1 / L2 support teams Dev coordination and escalations Manage a cluster-based support model across multiple application areas Ensure effective ticket lifecycle management from intake to closure Drive structured daily operations governance (standups, backlog, SLA reviews) 2. SLA Management & Governance Own and drive Response and Resolution SLA performance Ensure SLA is used as an operational control mechanism, not just reporting Proactively manage: Aging tickets SLA risks and breach recovery Present Daily / Weekly / Monthly service performance reports 3.

Jira Service Management (JSM) Ownership Drive adoption of JSM as a single intake channel Ensure: Proper ticket categorization and prioritization Data quality and mandatory field compliance Define and optimize: Workflows Automation rules SLA configurations Build and manage dashboards and reports for: SLA performance Resource productivity Queue health 4. Salesforce Support Management Manage support operations across Salesforce CRM ecosystem Understand functional and technical aspects including: Sales / Service processes Case management workflows Integrations and dependencies Coordinate with Dev teams for defect resolution and enhancements 5. Monitoring & Incident Management Oversee proactive monitoring and alert management Define SOPs for: Incident creation and prioritization Alert deduplication and handling Lead major incident management (war room / escalation governance) 6.

Process Optimization & Automation Drive continuous improvement initiatives including: SOP and Runbook standardization Knowledge Base maturity Lead implementation of: Virtual Agent (VA) / chatbot solutions for L0 automation Identify opportunities for: Auto-remediation Reduction of repeat incidents Efficiency improvements 7. Stakeholder & Client Management Act as the primary interface for business and technology stakeholders Manage: Service reviews Executive reporting Escalation handling Provide insights and recommendations for service improvement 8. Team & Resource Management Manage and lead 40–60 member distributed teams Ensure: Effective workload distribution Shift and capacity planning Performance tracking and mentoring 9.

Reporting & Analytics Develop and present dashboards covering: SLA performance (priority-wise) Incident and Service Request trends Resource productivity Ensure data accuracy and actionable insights for stakeholders Required Skills & Experience Strong experience in enterprise application support / managed services Hands-on experience with: Jira Service Management (JSM) Salesforce support operations Proven experience managing large teams (40+ resources) Strong understanding of: ITIL processes (Incident, Problem, Change) SLA management and service governance Experience in dashboarding and reporting tools Demonstrated experience in stakeholder management (business & CXO level) Preferred / Good to Have Experience implementing Virtual Agent / chatbot solutions Exposure to AIOps / automation frameworks Experience with monitoring tools (e.g., Datadog or similar) Experience in digital platforms (web/mobile + integrations ecosystem)