Service Delivery Manager - Enterprise Digital Support

Job Title : Service Delivery Manager Enterprise Digital Support

About the Role :

The Service Delivery Manager will own endtoend delivery of digital support services for web, mobile, and Salesforce (CRM) platforms. You will lead multilayered support operationsincluding monitoring, L1/L2 support, and development coordinationensure SLA compliance, drive operational governance, and champion continuous service improvement. The role works closely with business and technology stakeholders to align service delivery with organizational goals.

Key Responsibilities :

- Lead daytoday service delivery and operations for web, mobile, and Salesforce support environments.

- Own and enforce SLA management, ensuring targets are met and governance processes are followed.

- Administer Jira Service Management (JSM) as the central ticketing and workflow platform.

- Oversee Salesforce support activities, coordinating fixes, enhancements, and user assistance.

- Manage monitoring tools and incident response processes to minimize service disruption.

- Build, mentor, and schedule support teams, handling resource allocation and performance management.

- Identify, design, and implement process optimization and automation initiatives to increase efficiency.

- Serve as primary liaison for internal stakeholders and external clients, maintaining strong relationships and communication.

- Produce regular reporting and analytics on service performance, trends, and improvement opportunities.

Required Skills and Experience :

- Proven experience managing enterpriselevel digital support services across web, mobile, and Salesforce platforms.

- Strong knowledge of IT service management frameworks (e.g., ITIL) and SLA governance.

- Handson expertise with Jira Service Management, including workflow design and administration.

- Deep understanding of Salesforce support processes and ecosystem.

- Experience in monitoring, incident management, and coordinating development teams for issue resolution.

- Demonstrated ability to lead, develop, and motivate technical support teams.

- Proficiency in process analysis, optimization, and automation tools or scripting.

- Excellent stakeholder management, communication, and reporting skills.