We are seeking a dynamic and technically proficient service delivery manager to lead the delivery of it services across cloud, infrastructure, enterprise applications, and devops environments. The ideal candidate will bring a strong foundation in itil-based service management, devops practices, agile/scrum leadership, and hands-on experience with platforms such as sap, salesforce, aws, and azure. This role demands strategic thinking, operational excellence, and the ability to drive cross-functional teams toward successful outcomes.
✅ key responsibilities
• lead end-to-end service delivery across it operations, ensuring sla and kpi compliance.
• manage hybrid environments including cloud (aws, azure), on-premise infrastructure, and enterprise applications (sap, salesforce).
• oversee devops pipelines and ci/cd processes to support agile development and deployment.
• act as leader of scrum master for agile teams, facilitating ceremonies and removing impediments.
• implement and optimize itil processes (incident, problem, change, release, etc.).
• collaborate with business stakeholders to align services with strategic goals.
• drive continuous improvement initiatives and manage service escalations.
• monitor performance and availability of infrastructure and applications using industry-standard tools.
• manage vendor relationships, service contracts, and third-party integrations.
🛠️ technical skills required/knowledge
cloud platforms:
• aws (ec2, s3, rds, iam, cloudformation)
• microsoft azure (vms, azure ad, monitor, backup, arm templates)
devops & automation:
• ci/cd: jenkins, gitlab ci, github actions
• configuration management: ansible, puppet
• infrastructure as code: terraform, cloudformation
• containerization: docker, kubernetes
networking:
• protocols: tcp/ip, dns, dhcp, bgp, ospf
• devices: cisco, palo alto, f5 load balancers
• tools: wireshark, solarwinds, netflow analyzer
• vpns, sd-wan, mpls, zero trust architecture
databases:
• oracle, sql server, mysql, postgresql
• backup, replication, ha, performance tuning
enterprise applications:
• sap ecc/s4 hana: basis support, transport management, performance monitoring
• salesforce: administration, integration, user support
monitoring & scripting:
• tools: nagios, zabbix, prometheus, grafana
• scripting: powershell, bash, python
itsm tools:
• servicenow, microsoft dynamics, bmc remedy, jira service management
🧠 soft skills & leadership experience
• proven leadership of cross-functional teams (10–30 members)
• certified scrum master with agile delivery experience
• strong communication and stakeholder engagement skills
• conflict resolution and escalation management
• customer-centric mindset with a focus on service excellence
• adaptability in fast-paced, evolving environments
• mentoring and coaching experience
• strategic thinking and decision-making under pressure