Sr Service Delivery Manager

About the role

We are seeking an experienced Senior Service Delivery Manager to lead operational excellence, service reliability, and change management governance across a complex cloud operations environment. You will serve as the accountable owner of the business unit's change management governance, leading Technical Review Board activities and overseeing change implementation, validation, and closure.

What you'll do

• Continuously improve change intake processes, documentation templates, and validation standards across all service delivery towers
• Technical Review Board Leadership: Chair Technical Review Board (TRB) meetings and act as the final governance checkpoint for proposed changes
• Evaluate risk classifications, architectural implications, rollback plans, and monitoring strategies, approving changes, requesting revisions
• Change Implementation and Validation: Oversee change execution, post-implementation monitoring, and validation activities
• Ensure all production changes meet mandatory application and technical validation requirements, supported by documented evidence and predefined pass/fail criteria

What you need

• ServiceNow
• Performance management
• Employee engagement