Service Delivery Manager - Automation

Summary

The Service Delivery Manager (SDM) for the Automation Team is responsible for ensuring the smooth delivery, stability and continuous improvement of automation services across the organization. This role oversees end-to-end service management of RPA, AI/ML and workflow automation solutions, ensuring that business needs are met within agreed SLAs, with high quality, reliability and customer satisfaction.

The SDM acts as the bridge between the automation development team, support team and business stakeholders, ensuring operational excellence, proactive issue management and scalable delivery models.

Role & responsibilities

Service Management & Governance

• Own and manage the automation service delivery lifecycle from deployment to steady-state support.
• Define, monitor and report on Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and operational metrics for automation services.
• Implement incident, problem and change management processes for automation solutions.
• Maintain a service catalog for automation solutions and ensure documentation is up-to-date.

Stakeholder Engagement & Communication

• Serve as the primary point of contact for business stakeholders regarding automation service performance.
• Manage expectations, provide regular service reviews and escalate issues as needed.
• Facilitate Business Reviews and operational review meetings with key stakeholders.

Continuous Improvement & Optimization

• Drive proactive monitoring and root cause analysis to reduce incidents and downtime.
• Identify opportunities for process improvements, reusability and automation enhancement.
• Collaborate with development and operations teams to ensure smooth transition from build to run phases.

Team Leadership & Coordination

• Lead and mentor the automation team, ensuring skill development and role clarity.
• Coordinate with global and regional teams for consistent service delivery across geographies.
• Allocate resources effectively to meet operational and strategic goals.

Key Skills & Competencies

• Strong understanding of RPA platforms (UiPath) and workflow tools (Power Platform).
• Familiarity with AI/ML automation use cases and integration patterns.
• Excellent stakeholder management and communication skills.
• Strong problem-solving, analytical and decision-making abilities.
• Experience in managing global teams in a GCC setup.

Qualifications & Experience

• Bachelors degree in Computer Science, Information Technology, or related field (Master’s preferred).
• 8+ years of experience in IT service delivery, with at least 3 years in automation or RPA environments.
• ITIL certification (Foundation or higher) preferred.
• Project management certification (PMP, PRINCE2, or equivalent) is an advantage.