What are the responsibilities and job description for the Service Delivery Manager position at Source Code Technologies LLC?
Looking 12 years of experience
Service Delivery Manager
Location: Reading , PA (Hybrid / On-site)
Core Technologies: Talend, AWS, Snowflake
Model: Managed Services / Production Support
Position Overview
We are seeking an experienced Service Delivery Manager to oversee the delivery of data platform and analytics services within a managed services framework. The ideal candidate will bridge the gap between technical operations and customer satisfaction, managing production support for environments built on Talend, AWS, and Snowflake. As the primary point of contact, you will be responsible for operational rigor, stakeholder management, and ensuring seamless service continuity through consistent reporting and communication.
Key Responsibilities
- Service Ownership: Own end-to-end delivery for assigned accounts, ensuring strict adherence to SLAs, KPIs, and contractual commitments.
- Production Oversight: Manage and lead production support operations for enterprise data platforms (Talend, Snowflake, AWS).
- Customer Engagement: Act as the primary face of the organization; prepare and deliver daily status reports, operational metrics, and incident summaries.
- ITSM Leadership: Lead incident, problem, and change management activities within the managed services environment.
- Team Coordination: Synchronize efforts between technical infrastructure and support teams to resolve service requests and incidents promptly.
- Performance Monitoring: Proactively identify risks, monitor service health, and implement mitigation and improvement plans.
- Governance: Conduct regular service review meetings and ensure compliance with delivery processes and escalation procedures.
- Continuous Improvement: Drive initiatives to enhance service quality, operational efficiency, and overall customer satisfaction.
Required Skills and Qualifications
- Experience: 12 years of total IT experience, with 3 4 years specifically in a Service Delivery Manager or customer-facing delivery role.
- Domain Expertise: Proven track record in a Managed Services model with a strong understanding of production support for data platforms.
- Technical Literacy: Functional or hands-on knowledge of Talend, Snowflake, and AWS.
- Operational Excellence: Expert-level experience managing incidents, SLAs, escalations, and complex service reporting.
- Communication: Exceptional verbal and written communication skills, including the ability to create executive-level dashboards and daily reports.
- Leadership: Strong organizational and problem-solving skills with the ability to lead cross-functional teams across development and operations.