Service Delivery Manager

Job Description

Role OverviewWe are seeking an experiencedService Delivery Manager (SDM)to lead and scale threeSRE/ASE teamswithin a managed services and staffing model supporting a large-scale enterprise client environment.This leader will own end-to-end service delivery from the supplier side including hiring, onboarding, operational performance, financial management, reporting, reliability programs, and executive stakeholder engagement.The ideal candidate blends:Technical depth (Python, Kubernetes, distributed systems)SRE operational maturityManaged services governanceFinancial & KPI rigorExecutive-level client engagementProgram leadership for reliability initiativesThis role partners closely with client-side FTE engineering leadership responsible for operating services at client availability, scalability, and operational excellence.Key ResponsibilitiesManaged Service Ownership & Team Leadership
• Lead multiple SRE / ASE teams (15-30 individual contributors) supporting production and staging environments
• Drive hiring timelines, interviewing, selection, and onboarding
• Establish performance standards and delivery expectations
• Manage day-to-day throughput and operational excellence
• Develop succession planning and performance management processes
• Ensure strong engagement, retention, and team health
• Establish strong partnership with client resulting in positive CSAT and NPS reporting
• Oversee project mapping at varying maturity models
Reliability & SRE Program LeadershipPrograms manage key SRE-driven initiatives focused on:
• High availability systems
• Scalability optimization
• Operational efficiency
• Develop and or improve clear runbooks and escalation models
• Drive automated alerting and monitoring maturity
• Improve observability, monitoring, and error budget governance
• Define and track KPIs
• Measure SLA and sprint adherence
Reporting, KPIs & Executive Communication
• Pull weekly, monthly, and quarterly performance reporting
• Deliver Monthly Business Reviews (MBR)
• Deliver Quarterly Business Reviews (QBR)
• Present data-driven insights
Financial & P&L Ownership
• Own portfolio-level P&L
• Manage budgets and cost controls
• Forecast hiring and capacity needs aligned to demand
• Drive margin discipline within managed services model
• Ensure revenue and utilization alignment
• Support budget and contract renewals
Cross-Functional & Strategic Alignment
• Gather cross-group and cross-functional data
• Partner with client engineering managers
• Share best practices across programs
• Identify efficiency gains and scalability opportunities
• Support business continuity and predictable service delivery models
Required QualificationsManaged Services ExperiencePrior experience leading managed service programsExperience overseeing staffing, hiring, onboarding at scaleStrong KPI governance and reporting experienceExperience owning or influencing P<echnical ExperienceStrong working knowledge of:PythonKubernetesTicketing systems (JIRA / ServiceNow or similar)CI/CD pipelinesExperience with distributed systemsFamiliarity with SRE principles:Monitoring & alertingIncident managementOn-call optimizationLeadership5 years leading technical teamsExperience managing SRE, DevOps, or Production Engineering teamsStrong executive presenceAbility to go deep technically while operating at business altitude

Keyskills :
pythonpipelinesticketing systemskubernetes