Service Delivery Director

Engineering Operations Service Delivery Director

Summary

The Engineering Operations Support and Maintenance Director is responsible for the end-to-end delivery of reliable, scalable, and secure application support and maintenance services across the entire tech stack (full stack engineering and custom Java / .NET applications). This leader builds and guides cross-functional teams (Support, Platform/DevOps, Site Reliability Engineering, and Maintenance Engineers) to ensure high customer satisfaction, fuel growth and expand capabilities.

Key responsibilities

• Strategic leadership and organization

• Lead the end-to-end service delivery of Application Support and Maintenance to ensure compliance with approved goals and objectives.
• Define and execute the vision, strategy, and operating model for full-stack support and maintenance.

• Service delivery management.

• Ensures alignment to the enterprise service management processes for Incident management, Problem Management and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place, communicated and proactively managed.
• Drive Incident management, Service Request Fulfillment, Problem Management, root-cause analysis, and corrective actions; drive reduction in MTTR and incident frequency.
• Change & Release Management: Align maintenance activities with release schedules; assess risk, implement rollback plans, and communicate changes to stakeholders.
• Plan and orchestrate proactive maintenance windows, updates, security patches, and debt reduction without compromising availability.
• Define and monitor SLAs/SLOs; ensure effective queuing, triage, and escalation processes; lead on-call rotations.

• Reliability, quality, and security

• Ensure robust monitoring, alerting, and observability; oversee incident dashboards, runbooks, and escalation criteria.
• Enforce secure coding and deployment practices; oversee vulnerability management and compliance with applicable standards.
• Ensure adherence to regulatory and security requirements; implement ITIL-aligned processes where appropriate.

• Process improvement and automation.

• Standardize support and maintenance processes; introduce AI, Automation, SRE, DevOps, Observability to reduce toil, drive efficiency and transform operations.
• Leverage data analytics to identify bottlenecks, optimize capacity, and improve service levels.
• Drive innovation and continuous service improvements that drive value to the firm, clients, and associates.
• Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automate and optimize performance and processes.

• Governance and Budget management

• Develop and manage budgets for support, maintenance, and platform tooling; optimize platform, tools and software spend.
• Annual budgetary and financial management, including forecasting and planning.
• Manage capacity planning to ensure sufficient, efficient, and effective resource and demand management to deliver the services with utmost quality.
• Collaborate with stakeholders to manage escalation and risk.

• Practice and Business Development

• Lead practice development and business development for the application engineering support and maintenance practice to accelerate growth and expand capabilities.
• Build, mentor, and scale cross-functional teams (Full Stack Engineering Support and Maintenance Engineers, SRE/Platform, and Custom Applications support teams) across locations.
• People development and coaching, high performance leadership and motivation of team members
• Drive Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals.

Qualifications and Experience:

• Bachelor’s or master’s degree in computer science, Information Technology, Business Administration, or a related field.

• 18+ years of relevant experience with following skill sets

• Experience managing large scale clients and engagement.
• Experience working in Managed services environment providing application support, with strong knowledge of IT Service Management (ITSM) processes.
• Experience managing large managed services support and maintenance engagements across Java, .NET, full stack applications and custom applications.
• Experience in managing large client engagement, delivery management, Change/release management, Demand Management, service level management, finance, and operations management.
• Experience in developing practice, large engagements, and driving significant value and results.
• Strong background in Java, .NET, full-stack engineering concepts, microservices architectures, APIs, databases (SQL/NoSQL), and cloud platforms (AWS/Azure/GCP).
• Proficiency with DevOps/SRE practices, CI/CD, containerization (Docker, Kubernetes), monitoring/observability tools, and service management tools.
• Experience with ITSM, ITIL, Kanban, Agile and waterfall delivery methodologies
• Should operate independently and partner effectively across disciplines and geographies.
• Experience collaborating with cross functional teams.
• Demonstrated ability to lead, mentor, and grow diverse, cross-functional teams, with exceptional communication and stakeholder management.
• Strong analytical and data-driven decision-making; conflict resolution and negotiation skills.
• Customer-centric mindset with the ability to balance service reliability, speed, and cost.