{"id":3688679,"url":"https://alion.io/job/harris-computer-expert-service-delivery-manager","title":"Expert Service Delivery Manager","company":{"id":2223,"name":"Harris Computer","domain":"harriscomputer.com","url":"https://alion.io/company/harris-computer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":36,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-03T15:51:05Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-05T22:48:50Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Overview: The Service Delivery Manager is a senior operations position providing leadership for rotational team and collaborate with duty managers supporting 100+ clients on a rotating shift pattern, responsible for the efficient and professional execution of activities associated with providing an exceptional level of hospitality for clients' mission-critical systems. The Service Delivery Manager also serves as the accountable owner of Change Management governance for the entire business unit under the Altera Cloud Operations Change Management Process (v2.1) - chairing the Technical Review Board (TRB), overseeing implementation and validation, and holding final closure authority across all towers and shifts.\nChange Implementation, Validation & Closure\nFacilitate TRB meeting for change reviews across cloud BU.\nStaff and lead the Hosting Response Bridge (HRB), providing 24x7 monitoring across the post-change stability window; trigger swarms the moment an anomaly is detected.\nEnforce alert-suppression discipline and confirm pre-change baseline capture and post-change comparison before closure.\nOversee validation against Validation Test Library pass/fail criteria and evidence - including mandatory application and technical validation for production changes.\nHold final closure authority: confirm the 24-hour or TRB approved closure window with HRB observation if the change was clean and evidence is complete before authorizing closure; refuse closure otherwise.\nInvoke rollback directly against a pre-agreed trigger without further approval; escalate exceptions to the Tower Leader.\nCarry open items into shift handover with clear owners so closure is never missed across a shift boundary.\nOperational Leadership & Incident Management\nMajor incident / critical issue early detection and fast remediation for all matters during their shift.\nEnsure all client requests, incidents, and problems are addressed in a timely and professional manner.\nRun stand-up calls with their team, managing proper hand-over of activities and client status between shifts and teams.\nAllocate resources as necessary across teams to provide efficient, effective resolution of issues.\nIdentify and implement operational process improvements across teams.\nAssist Shift Site Reliability Engineers with client communication and escalations.\nDrive results through agreed KPIs for alerts, monitoring tools, and case/ServiceNow (SNOW) metrics.\nTRB Ownership & Change Process Governance\nChair the Technical Review Board: the final gate reviewing risk classification, architectural impact, rollback adequacy, and monitoring plan for every change; approve, send back for rework, or escalate.\nPre-agree and record rollback triggers at TRB, each with a maximum time-to-decide.\nOwn and continuously improve the end-to-end process, intake template, and Validation Test Library across all towers.\nTrack and report TRB gate-hold and rework rates monthly; a near-zero rework rate signals the board is a formality, not a control.\nPeople Management\nProvide detailed and accurate job performance feedback for each resource working under their guidance.\nSupervise employee attendance and participation.\nInspire and motivate employees on their rotating shift.\nReporting Relationships\nThe Service Delivery Manager has primary responsibility for the rating and review of each employee dedicated to rotating with them, with input from the Tower Manager. The Tower Manager is accountable for best practices, effective training/testing, and the overall architecture and direction of their service delivery tower, and provides functional direction and input into employee ratings. Employees have a hard-line reporting relationship into their Tower Manager, with a dotted line to the Service Delivery Manager.\nMetrics Ownership\nReport monthly: peer-review SLA breaches, TRB gate-hold/rework rates, closure refusals, change success and change-caused incident rates (24-hr/7-day), rollback invocation/success rate, and process exceptions by tower, alongside case/SNOW and alerting KPIs.\nSuccess rate for changes driven thought TRB , all changes should be successful.\nBi-weekly reporting of change management team control deck.","description_format":"text","description_chars":4191,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Billing & Subscription Management","Digital Government","EHR & Clinical Software"],"lifecycle":[{"event":"open","at":"2026-11-03T15:51:05Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":31,"reasons":["conf:6","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/harris-computer-expert-service-delivery-manager","json_url":"https://alion.io/job/harris-computer-expert-service-delivery-manager.json","meta":{"generated_at":"2026-11-06T00:42:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1185,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2223},"rest":"https://alion.io/mcp/rest/get_company?id=2223"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fharris-computer-expert-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fharris-computer-expert-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fharris-computer-expert-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/harris-computer-expert-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fharris-computer-expert-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3688679}},{"tool":"search_jobs","arguments":{"company":"harriscomputer.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3688679},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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