Senior Service delievery Manager

As a Service Delivery Manager, I successfully led end-to-end service delivery for multiple IT engagements, ensuring that all delivery requirements, SLAs, and KPIs were consistently met. I managed cross-functional teams across Build and Run phases, streamlined ci/cd processes, and implemented service improvement plans (sips) to address vulnerabilities, improve itsm processes, and ensure customer satisfaction.

In one key project, I worked with a client in a multi-supplier environment to enhance their patch management and risk mitigation strategies across AWS and Azure cloud platforms. I leveraged ServiceNow to track incidents, problems, and changes, while building custom dashboards with Performance Analytics to provide real-time reporting on critical performance metrics.

By introducing weekly patching cycles, I improved vulnerability management and data accuracy tracking. I established an exception process for restricted servers, ensuring compliance with cybersecurity policies while meeting delivery timelines. This led to a significant improvement in SLAs and Experience Level Agreements (XLAs), resulting in positive feedback from CIOs and senior stakeholders during Quarterly Business Reviews (QBRs).

Additionally, I supported agile ceremonies, including planning, retrospectives, and sprint reviews, ensuring continuous improvement in delivery performance. I also collaborated with Devops teams to optimize ci/cd pipelines, ensuring secure and efficient deployments in cloud environments.

Key achievements in the role include:

Improved SLAs by 30% through structured service delivery practices.
Enhanced vulnerability management using ServiceNow dashboards and automated reporting.
Ensured smooth onboarding of external suppliers and cross-team coordination.
Implemented DevSecOps principles to balance innovation with cybersecurity requirements.
Led the onboarding and skill management of new team members, contributing to team growth.