Service Delivery Manager Data & Analytics Managed Services
Service Delivery Manager
Location: Reading or Exton, PA (Hybrid / On-site)
Core Technologies: Talend, AWS, Snowflake
Model: Managed Services / Production Support
Position Overview
We are seeking an experienced Service Delivery Manager to oversee the delivery of data platform and analytics services within a managed services framework. The ideal candidate will bridge the gap between technical operations and customer satisfaction, managing production support for environments built on Talend, AWS, and Snowflake . As the primary point of contact, you will be responsible for operational rigor, stakeholder management, and ensuring seamless service continuity through consistent reporting and communication.
Key Responsibilities
• Service Ownership: Own end-to-end delivery for assigned accounts, ensuring strict adherence to SLAs, KPIs, and contractual commitments.
• Production Oversight: Manage and lead production support operations for enterprise data platforms (Talend, Snowflake, AWS).
• Customer Engagement: Act as the primary face of the organization; prepare and deliver daily status reports, operational metrics, and incident summaries.
• ITSM Leadership: Lead incident, problem, and change management activities within the managed services environment.
• Team Coordination: Synchronize efforts between technical infrastructure and support teams to resolve service requests and incidents promptly.
• Performance Monitoring: Proactively identify risks, monitor service health, and implement mitigation and improvement plans.
• Governance: Conduct regular service review meetings and ensure compliance with delivery processes and escalation procedures.
• Continuous Improvement: Drive initiatives to enhance service quality, operational efficiency, and overall customer satisfaction.
Required Skills And Qualifications
• Experience: 12+ years of total IT experience, with 3 4 years specifically in a Service Delivery Manager or customer-facing delivery role.
• Domain Expertise: Proven track record in a Managed Services model with a strong understanding of production support for data platforms.
• Technical Literacy: Functional or hands-on knowledge of Talend, Snowflake, and AWS.
• Operational Excellence: Expert-level experience managing incidents, SLAs, escalations, and complex service reporting.
• Communication: Exceptional verbal and written communication skills, including the ability to create executive-level dashboards and daily reports.
• Leadership: Strong organizational and problem-solving skills with the ability to lead cross-functional teams across development and operations.
IT Services and IT Consulting
Project Management and Information Technology
Full-time