Jr-Mid Level Service Delivery Manager.

<p>Our Client which is a large EduTech Firm is urgently looking for Jr-Mid Level Service Delivery Manager.</p><p><br></p><p>Jr-Mid Level Service Delivery Manager.</p><p>100 % Remote.</p><p>Multi Year Contract.</p><p><br></p><p><strong>Salary ( T4 Based ).</strong></p><p><br></p><p>Required Skills - Jr-Mid Level Service Delivery Manager, SRE environment, ITIL Process, Jira, ServiceNow ( CMDB/RITM/CHG) , Incident Platforms - PagerDuty, operational dashboards and metrics such as MTTR, AI.</p><p><br></p><p>What a Strong Candidate Looks Like</p><p><br></p><p>Hands on experience working in a Service Delivery, Service Operations, or Site Reliability (SRE) environment supporting production systems</p><p>Comfortable participating in an on call rotation and coordinating major incident response</p><p>Familiar with operational tooling such as Jira, ServiceNow (CMDB, RITM, CHG), and incident platforms such as PagerDuty</p><p>Able to coordinate work across multiple teams while maintaining Jira tracking, reporting, and operational documentation</p><p>Experience supporting operational metrics and dashboards such as uptime, incident reporting, and MTTR</p><p>Able to facilitate team work intake and lightweight Scrum style ceremonies while functioning as a working member of the team rather than a full time project manager</p><p>Interested in improving operational efficiency through automation, APIs, or AI assisted workflow improvement.</p><p><br></p><p>Key Responsibilities</p><p><br></p><p>Coordinate response to high severity production incidents (P1/MP2), ensuring rapid engagement, clear communication, and progress toward resolution</p><p>Participate in the Service Delivery on call rotation supporting production systems and major incident response</p><p>Host and support Change Advisory Board (CAB) meetings and review production change requests to ensure proper governance and coordination</p><p>Lead or coordinate root cause analysis (RCA) activities and track corrective actions to completion</p><p>Maintain clear operational communication during incidents including stakeholder updates and service status reporting</p><p>Facilitate team work intake and operational ceremonies (standups, backlog coordination, sprint tracking) in a Scrum tyle workflow while supporting the team as a working member rather than a dedicated project manager</p><p>Manage and maintain team work tracking in Jira, ensuring operational tasks, incidents, and projects are accurately documented and prioritized</p><p>Produce operational reporting and dashboards including incident summaries, MTTR metrics, and service reliability reporting for leadership and executive stakeholders</p><p>Coordinate internal initiatives such as audit activities, CMDB improvements, and operational projects that require collaboration across multiple teams</p><p>Maintain and support ServiceNow and PagerDuty operational workflows including CMDB updates, RITM tracking, and change request coordination</p><p>Identify opportunities to streamline manual operational processes through automation, workflow improvements, or integrations across operational tools</p><p>Explore and implement automation opportunities using APIs or AI assisted tooling to improve operational workflows and transmit operational data such as uptime metrics</p><p><br></p><p>Preferred Qualifications</p><p><br></p><p>Experience working directly in a Service Delivery, Service Operations, or Site Reliability (SRE) environment supporting production systems.</p><p>Strong understanding of ITIL processes including Incident, Change, and Problem Management.</p><p>Experience coordinating major incident response across multiple engineering teams.</p><p>Hands on experience with Jira for operational work tracking and Scrum style team coordination.</p><p>Experience working with ServiceNow including CMDB, RITM requests, and change management workflows.</p><p>Experience using PagerDuty or similar incident management platforms.</p><p>Experience building or supporting operational dashboards and metrics such as MTTR or service uptime reporting.</p><p>Experience using Smartsheet for project tracking or reporting (including DataMesh capabilities).</p><p>Interest in improving operational efficiency through automation, APIs, AI assisted tooling, or workflow optimization.</p><p>Strong organizational and coordination skills when working across multiple teams and operational initiatives.</p>

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