About the Role:
Service Delivery Leader Application Managed Services & Reliability
blend of deep technical expertise and strong leadership instincts
You will act as the strategic and technical authority for your domain, collaborating with customers, engineering teams, SRE/DevOps groups, and Delivery Leaders to design, implement, and mature reliable application operations.
Personal Leadership
The successful candidate:
- Demonstrates strong techno-managerial leadership, balancing engineering depth with delivery oversight
- Acts as the
SME
for application operations, observability, SRE practices, and resilience engineering - Influences cross-functional teams and drives alignment in matrixed environments
- Effectively communicates with executives, architects, engineers, and customer stakeholders
- Shows a strong commitment to quality, operational excellence, and customer success
Key Responsibilities
Techno-Managerial Leadership & SME Responsibilities
- Serve as the
primary SME
for application-managed services, microservices operations, observability, and reliability engineering. - Guide teams on best practices for
logging, distributed tracing, metrics, alerting, and telemetry implementation
. - Provide technical direction during critical incidents, major outages, and complex problem investigations.
- Mentor engineering teams and uplift their capabilities in application operations, SRE, automation, and monitoring strategies.
- Drive design reviews, operational readiness assessments, and reliability improvements across applications.
Service Delivery & Operational Excellence
- Own 24x7 service delivery for application operations, ensuring reliability, scalability, and performance.
- Lead the establishment and enforcement of SLOs, SLAs, error budgets, runbooks, and operational frameworks.
- Ensure systems, methodologies, and monitoring strategies are mature, automated, and scalable.
- Oversee incident response, problem management, and root-cause analysis with a focus on continuous improvement.
Customer, Stakeholder, and Cross-Functional Leadership
- Act as a trusted advisor to customer leadership, guiding them on application health, modernization, and operational maturity.
- Address escalations, communicate status updates, and set clear expectations for service delivery.
- Build strong relationships across engineering, DevOps, architecture, and business teams.
- Provide SME-level insight during pre-sales discussions, solution design, and proposal reviews.
Project, Change & Lifecycle Management
- Oversee application lifecycle governance including deploy, operate, measure, and enhance phases.
- Ensure changes to application environments are controlled, tested, and aligned to reliability standards.
- Maintain comprehensive documentation, governance artifacts, and operational deliverables.
Performance & Quality Management
- Define and monitor critical operational metrics (SLA, SLO, MTTR, MTTD, throughput, capacity).
- Drive continuous improvement initiatives including automation, shift-left, cost optimization, and self-healing capabilities.
- Produce accurate and actionable reporting for leadership and customers.
- Lead performance management, recruitment, mentoring, and training of operational teams.
Technical Skill Requirements
- Deep knowledge of
microservices, APIs, cloud-native architectures
, and containerized environments. - Proven experience running
large-scale, highly available, complex application ecosystems
in 24x7 environments. - Strong grounding in
DevOps and SRE principles
: CI/CD, automation, resiliency patterns, deployment strategies. - Strong hands-on understanding of
application observability
: - Distributed tracing
- Centralized logging systems
- Metrics instrumentation
- Telemetry correlation
- APM platforms (Datadog, Dynatrace, New Relic, AppDynamics, etc.)
- Experience with cloud platforms (Azure, AWS, GCP) and hybrid architectures.
- Strong ITIL process proficiency (Incident, Problem, Change).
- Familiarity with infrastructure components supporting apps (networking, compute, databases, messaging, caching).
Preferred Qualifications
- ITIL certification
- Good understanding of the SDLC lifecycle, application architecture, and microservice
- SRE, DevOps, or cloud certification (Azure/AWS/GCP)
- Experience operating or supporting production microservices at scale
- Exposure to chaos engineering, resiliency testing, and reliability automation
- Prior experience handling large enterprise customers and multi-vendor delivery models
- Must be proficient and certified in ITIL and have excellent practical ITSM knowledge.
- Ability to advise on the enhancement/evaluation of changes in the customer production environment.
