About This Role
This Delivery Manager role leads integrated IT Service Delivery across various operational groups, including ITOPS/AIOps, Monitoring Hub (NOC), Application Support, and Database Operations. The mission is to ensure stable, reliable, and compliant services by governing core ITIL processes, driving major incidents, proactive monitoring, release governance, and audit readiness for standards like RBI and PCIDSS.
Responsibilities
- Own end-to-end service governance for Incident, Problem, Change, Knowledge & Event Management; run CAB/ECAB and publish post-implementation reviews.
- Lead 24/7 operations across Monitoring Hub/NOC, ITOPS L1, DBA, and DevOps support; ensure seamless handovers, maker–checker controls, and daily health reporting (DHCR).
- Drive Major Incident Management (P1/P2): command bridges, stakeholder communications, and rapid restoration; ensure linked Problem records and RCA closures.
- Establish SMART monitoring practices and alert correlation; partner with application/infrastructure teams to reduce noise and improve event-to-incident conversion.
- Publish weekly/monthly SLA/KPI dashboards and governance packs (MBR/QBR, MOR/QMI), including trend analysis for IPC (Incidents/Problems/Changes/SRs).
- Maintain compliance with SBIC policies and regulatory audits (RBI, internal/IS audits, PCIDSS), ensuring documentation, SOPs, KEDB, and evidence are audit-ready.
- Drive Continuous Service Improvement: automation backlog for top-talkers, self-service opportunities, and operational optimizations using Ansible, scripts.
Requirements
- 12–16+ years in IT service delivery/operations for BFSI or regulated environments; proven 24/7 multi-tower leadership (ITOPS/NOC, DB, DevOps, App Support).
- Strong ITIL (Foundation/Intermediate preferred); hands-on governance of MIM/CAB and steady-state operations with SLAs/KPIs.
- Stakeholder management with CXO/steering boards; excellent communication, escalation discipline, and vendor coordination.
Important Details
- Success metrics (KPI targets): Incident (MTTA/MTTR, SLA compliance, major incident closure quality); Problem (RCA closure TAT, recurring incident reduction, KEDB hygiene); Change (success rate, emergency change ratio, schedule adherence); Event/Monitoring (alert noise reduction, event-to-incident conversion, automation resolution rate); Compliance & reporting (audit observation closure time, Upload24 adherence, DHCR timeliness; governance packs on time).
