Service Delivery Manager (Enterprise cloud platform & data bricks & data governance)

Service Delivery Manager

Must Have Technical/Functional Skills Data Bricks, EBT, Airflow, Asset Management exp

Roles & Responsibilities We are seeking an experienced Service Delivery Manager (SDM) to lead Business-As-Usual (BAU) Operations, Production Support, and L3 Application/Data Platform Support within the Enterprise Data Office (EDO) organization supporting Asset Management business functions. The SDM will be accountable for end-to-end service delivery, production stability, incident and problem management, service governance, operational excellence, SLA adherence, stakeholder communication, and continuous improvement initiatives across enterprise data platforms and business-critical applications. The ideal candidate will possess strong expertise in Asset Management operations, Enterprise Data Platforms, Incident Management, ITIL Service Management, Data Operations, Cloud Platforms (Azure/AWS), Databricks, and Data Governance.

Own end-to-end BAU service delivery for EDO applications, platforms, and data services.

Serve as the primary point of contact for Production Support and L3 Service Operations.

Ensure compliance with service-level agreements (SLAs), operational KPIs, and governance standards.

Lead global support teams across multiple regions and time zones.

Drive operational stability and platform reliability for business-critical data services.

Establish service management processes aligned with ITIL best practices.

Lead L3 support teams responsible for critical production applications and data platforms.

Manage Major Incident (P1/P2) resolution and stakeholder communications.

Ensure rapid triage and resolution of production issues.

Oversee root cause analysis (RCA) and preventive action implementation.

Coordinate support activities across Development, Infrastructure, Cloud, Security, and Business teams.

Drive reduction in recurring incidents through proactive remediation.

Manage: Incident Management, Problem Management, Change Management, Release Management, Service Request Management.

Lead post-incident reviews and lessons learned sessions.

Ensure proper change governance and production readiness reviews.

Minimize operational risk associated with releases and platform changes.

Maintain operational runbooks and knowledge repositories.

Manage operational support for: Enterprise Data Warehouse, Data Lake Platforms, Databricks Environments, Data Integration Solutions, Data Governance Platforms, Analytics and Reporting Platforms.

Key responsibilities include: Monitoring data pipelines, Data quality issue management, Batch processing oversight, Platform health monitoring, Data reconciliation and integrity checks, Regulatory reporting support.

Collaborate with: Chief Data Office (CDO), Portfolio Management Teams, Trading & Investment Operations, Data Governance Teams, Business Product Owners, Enterprise Architecture Teams, Infrastructure and Cloud Teams, Compliance & Risk Functions.

Track and report: SLA Compliance, Availability Metrics, Incident Trends, MTTR (Mean Time to Resolve), MTBF (Mean Time Between Failures), Service Reliability Metrics, Capacity Utilization, Customer Satisfaction Metrics, Continuous Improvement & Automation.