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