Service Delivery Manager - AWS

Key Responsibilities: Service Delivery & Operational Excellence Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications). Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews. Maintain service continuity and incident response readiness, including after-hours escalation management. Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions. Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).
ITIL Governance, Risk & Compliance Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management. Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment. Lead weekly/monthly governance cadences (SLA review, backlog health, ...