Role Title: Service Delivery Manager(SDM)
Location:
ONSITE ~ Phoenix, AZRequired Skills and Qualifications 10+ years of IT experience, with strong experience in Service Delivery Management, Application/Production Support, Infrastructure, or Technology Operations. Proven ownership of end-to-end service delivery for business-critical applications and services in an enterprise environment. Strong knowledge of ITIL/ITSM processes, including Incident, Major Incident, Problem, Change, Request, Release, and Service Level Management. Demonstrated experience managing SLA, KPI, availability, reliability, performance, capacity, and operational risk metrics. Strong Major Incident Management skills, including command-center/war-room leadership, stakeholder communication, escalation management, and service restoration tracking. Experience driving Root Cause Analysis (RCA), implementing corrective and preventive actions, and reducing recurring incidents. Strong customer and stakeholder management skills, with the ability to communicate service health, operational performance, risks, and improvement plans effectively.
