The Service Delivery Manager serves as the primary operational and strategic contact
for assigned SaaS customers, accountable for service quality, performance, and satisfaction. You will lead governance routines, oversee incidents and changes, coordinate cross-functional teams, and ensure SymphonyAI delivers secure, compliant, and stable service environments.
This role blends technical acumen
, customer centricity
, and commercial awareness
. You will be expected to operate with a consultative mindset balancing operational excellence with long-term customer outcomes.
Key Responsibilities
Customer Success Engagement
- Act as the trusted operational advisor for customers, ensuring consistent communication and satisfaction.
- Lead
weekly backlog reviews
, monthly service reviews
, and quarterly governance meetings
focused on continuous improvement and business value. - Manage expectations transparently, escalating risks or blockers before they impact service.
- Promote adoption of new SymphonyAI capabilities across InvestigationHub, DataHub, and Sensa.
- Drive CSAT and NPS improvements through proactive engagement and follow-through.
Service Operations Monitoring
- Own the end-to-end delivery of SaaS services within Azure and hybrid environments.
- Utilize observability tools such as
Datadog
, CloudWatch
, and Azure Monitor
to proactively identify and mitigate service degradations. - Lead and coordinate
major incident responses
and post-incident reviews (PIRs). - Serve as the
on-call escalation contact
for high-impact incidents during critical periods. - Partner with CloudOps and Engineering on performance tuning, monitoring dashboards, and capacity planning.
Governance, Reporting Financial Management
- Deliver structured service governance through scheduled reviews (weekly/monthly/quarterly).
- Prepare and present dashboards on SLA adherence, incident trends, and service availability.
- Manage
service credits
, change requests
, and financial adjustments
, ensuring commercial integrity and transparency. - Ensure compliance with ITIL, ISO, and financial services regulatory requirements.
- Support renewal and expansion discussions by demonstrating operational excellence and measurable value.
Continuous Improvement Change Leadership
- Identify opportunities for process automation, stability enhancement, and service simplification.
- Collaborate with Product and Engineering teams to drive roadmap improvements based on customer insights.
- Contribute to the evolution of service offerings, onboarding processes, and runbooks for new Azure-based products.
- Champion best practices across Incident, Problem, and Change Management, ensuring readiness before deployments and upgrades.
Stakeholder Internal Leadership
- Lead internal cross-functional discussions to ensure accountability and timely resolution of issues.
- Represent the customer s operational voice in internal roadmap and release planning sessions.
- Mentor junior team members and help shape SDM standards for the SaaS business.
- Foster a culture of
customer centricity
, accountability
, and collaborative improvement
.
Required Skills Experience
- Proven background as a Service Delivery Manager within a
SaaS, Cloud, or Managed Services
environment. - Strong technical grounding in
Azure
(and ideally AWS) architecture and operations. - Proficiency with
monitoring and observability tools
(eg, Datadog, Azure Monitor, CloudWatch, Prometheus). - Solid understanding of
ITIL practices
and governance frameworks
. - Experience managing
major incidents
, service reviews
, and customer escalations
. - Excellent communication, stakeholder management, and presentation skills.
- Financial literacy to manage service credits, renewals, and commercial discussions.
- Proven ability to collaborate across engineering, support, product, and success functions.
Preferred Experience
- Financial services or regulatory technology background (KYC, AML, Fraud, WLM).
- Familiarity with
AI-driven analytics platforms
such as Sensa or DataHub. - Experience leading operational excellence initiatives or SaaS transformations.
- ITIL v4 certification, Azure Administrator/Architect certification, or equivalent experience.
