Senior Service Delivery Manager

Designation: Senior Service Delivery Manager 

Client Location: Foster City, California   

All Days Onsite, FTE Only

Job Description:

This role demands a seasoned leader with a strong foundation in ITIL-based service management, major incident handling, and vendor-to-vendor transition execution.

Core Responsibilities

• Lead seamless transitions for new services/projects, ensuring complete knowledge transfer and operational readiness.
• Ensure consistent and high-quality service delivery across all application support functions.
• Track and manage key performance indicators (KPIs), SLA adherence, cost metrics, and team performance benchmarks.
• Drive executive engagement through structured reporting cadence, including QBRs, service reviews, and performance dashboards.
• Optimize support costs while scaling and sustaining a high-performing 24x7 global delivery model.

Key Traits

• Minimum 17+ years of IT service delivery experience, with at least 5 years in a senior leadership role
• Demonstrated success in large-scale transitions, stakeholder governance, incident leadership, and delivering measurable service outcomes
• Strategic mindset with a strong orientation toward hands-on execution
• Clear and confident communicator with the ability to influence across all levels, including executive leadership
• Proven ability to drive operational excellence, lead high-performing teams, and embed continuous improvement practices
• Strong sense of ownership, accountability, and effective decision-making under pressure.

Detailed Responsibilities:

Transition Management & Planning

•                  Lead end-to-end transition programs, including planning, execution, stabilization, and post-go-live governance.

•                  Define and track transition KPAs, success criteria, cost baselines, and service benchmarks.

•                  Ensure effective knowledge transfer, stakeholder onboarding, and structured cut over with minimal disruption.

•                  Govern the transition process with strong risk analysis and continuous improvement planning.

Service Operations & Incident Management

•                  Lead global 24x7 application support operations across L1, L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.

•                  Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.

•                  Define and monitor operational KPIs and SLAs through dashboards