Service Delivery Director

Engineering Operations Service Delivery Director Summary

The Engineering Operations Support and Maintenance Director is responsible for the end-to-end delivery of reliable, scalable, and secure application support and maintenance services across the entire tech stack (full stack engineering and custom Java / .NET applications). This leader builds and guides cross-functional teams (Support, Platform / DevOps, Site Reliability Engineering, and Maintenance Engineers) to ensure high customer satisfaction, fuel growth and expand capabilities.

Key responsibilities

Strategic leadership and organization

Lead the end-to-end service delivery of Application Support and Maintenance to ensure compliance with approved goals and objectives.

Define and execute the vision, strategy, and operating model for full-stack support and maintenance.

Service delivery management.

Ensures alignment to the enterprise service management processes for Incident management, Problem Management and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place, communicated and proactively managed.

• Drive Incident management, Service Request Fulfillment, Problem Management, root-cause analysis, and corrective actions;

drive reduction in MTTRand incident frequency.

assess risk, implement rollback plans, and communicate changes to stakeholders.

Plan and orchestrate proactive maintenance windows, updates, security patches, and debt reduction without compromising availability.

lead on-call rotations.

Reliability, quality, and security

oversee incident dashboards, runbooks, and escalation criteria.

oversee vulnerability management and compliance with applicable standards.

implement ITIL-aligned processes where appropriate.

Process improvement and automation.

introduce AI, Automation, SRE, DevOps, Observability to reduce toil, drive efficiency and transform operations.

Leverage data analytics to identify bottlenecks, optimize capacity, and improve service levels.

Drive innovation and continuous service improvements that drive value to the firm, clients, and associates.

Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automate and optimize performance and processes.

Governance and Budget management

optimize platform, tools and software spend.

Annual budgetary and financial management, including forecasting and planning.

Manage capacity planning to ensure sufficient, efficient, and effective resource and demand management to deliver the services with utmost quality.

Collaborate with stakeholders to manage escalation and risk.

Practice and Business Development

Lead practice development and business development for the application engineering support and maintenance practice to accelerate growth and expand capabilities.

Build, mentor, and scale cross-functional teams (Full Stack Engineering Support and Maintenance Engineers, SRE / Platform, and Custom Applications support teams) across locations.

People development and coaching, high performance leadership and motivation of team members

Drive Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals.

Qualifications and Experience :

Bachelor’s or master’s degree in computer science, Information Technology, Business Administration, or a related field.

18+ years of relevant experience with following skill sets

Experience managing large scale clients and engagement.

Experience working in Managed services environment providing application support, with strong knowledge of IT Service Management (ITSM) processes.

Experience managing large managed services support and maintenance engagements across Java, .NET, full stack applications and custom applications.

Experience in managing large client engagement, delivery management, Change / release management, Demand Management, service level management, finance, and operations management.

Experience in developing practice, large engagements, and driving significant value and results.

Strong background in Java, .NET, full-stack engineering concepts, microservices architectures, APIs, databases (SQL / NoSQL), and cloud platforms (AWS / Azure / GCP).

Proficiency with DevOps / SRE practices, CI / CD, containerization (Docker, Kubernetes), monitoring / observability tools, and service management tools.

Experience with ITSM, ITIL, Kanban, Agile and waterfall delivery methodologies

Should operate independently and partner effectively across disciplines and geographies.

Experience collaborating with cross functional teams.

Demonstrated ability to lead, mentor, and grow diverse, cross-functional teams, with exceptional communication and stakeholder management.

conflict resolution andnegotiation skills.

Customer-centric mindset with the ability to balance service reliability, speed, and cost.