Service Delivery Manager (DFS)

Job Summary

Job Description - Customer Success Manager (CSM) - Site Reliability Engineering (SRE) Role Summary The Customer Success Manager (CSM) is responsible for ensuring successful delivery of SRE services across assigned value streams and business units. The role acts as the primary tactical interface between customer stakeholders, Value Stream Managers, and SRE teams, driving operational excellence, service reliability, customer satisfaction, and continuous improvement. The CSM is accountable for service performance, governance, risk management, escalations, SLA/SLO achievement, and realization of reliability engineering outcomes. The role ensures alignment between business priorities and operational execution while fostering a culture of accountability, collaboration, and continuous improvement

Key Responsibilities

Key Responsibilities Service Delivery & Customer Success

• Own end-to-end performance of assigned SRE service streams.
• Ensure delivery of agreed service levels, reliability targets, and customer outcomes.
• Act as the primary tactical point of contact for customer stakeholders.
• Drive customer satisfaction through proactive engagement and service excellence.
• Coordinate service recovery activities during major incidents and business-impacting events. Service Performance Management
• Monitor and manage portfolio performance against SLAs, SLIs, SLOs, Error Budgets, and operational KPIs.
• Review service health using Golden Signals, incident trends, availability, resiliency, and performance metrics.
• Ensure operational risks are identified, tracked, and mitigated.
• Drive achievement of service commitments and reliability objectives. Governance & Stakeholder Management
• Lead weekly operational governance and monthly service review forums.
• Provide consolidated service reporting and executive updates.
• Manage stakeholder communications, escalations, risks, and action plans.
• Ensure decisions, actions, and service improvements are tracked to closure.
• Build trusted relationships with Delivery Units, DPOs, DPAOs, and platform teams. Incident, Problem & Risk Management
• Oversee management of Major Incidents and customer escalations.
• Ensure timely RCA completion and preventive action implementation.
• Drive problem management and recurring incident reduction initiatives.
• Manage service risks, dependencies, and mitigation plans.
• Escalate critical business risks appropriately and proactively. Continuous Improvement & Reliability Engineering
• Drive Service Improvement Plans (SIPs) across the portfolio.
• Promote adoption of SRE practices, observability, and reliability engineering principles.
• Identify opportunities for automation, self-healing, toil reduction, and operational optimization.
• Ensure continuous improvements contribute to service stability, customer experience, and business outcomes. Operational Governance
• Govern: o Reliability & Performance o Incident & Problem Management o Change & Release Readiness o Capacity & Demand Management o Security & Compliance o Lifecycle & Technical Debt Management o Service Continuity & Disaster Recovery Readiness
• Ensure governance actions translate into measurable service improvements. Leadership & Collaboration
• Provide leadership to Value Stream Managers and support teams.
• Foster a One-Team culture across customer, supplier, and technology organizations.
• Drive accountability for delivery commitments and service outcomes.
• Mentor teams on customer-centric and reliability-focused ways of working.

Skill Requirements

Preferred Skills Service Management

• ITIL Foundation / ITIL Managing Professional
• Incident, Problem, Change & Service Level Management
• Service Governance
• Operational Risk Management SRE & Reliability
• Site Reliability Engineering
• SLO / SLI / Error Budget Management
• Observability & Monitoring Platforms
• Reliability Metrics & Golden Signals
• Major Incident Management Leadership & Business
• Customer Relationship Management
• Executive Communication
• Stakeholder Management
• Governance & Reporting
• Conflict Resolution & Negotiation Transformation
• Automation & AIOps
• Service Improvement Programs
• Cloud Operations
• DevOps & Agile Delivery

Other Requirements

Required Experience

• 12+ years of experience in IT Operations, Application Services, Managed Services, Service Delivery, or Site Reliability Engineering.
• 3-5+ years in Service Delivery Management, Customer Success, Operations Management, or Governance roles.
• Experience managing large enterprise application portfolios.
• Strong understanding of operational governance and service management frameworks.
• Experience handling executive stakeholder interactions and customer escalations.

Key Deliverables

• Weekly Service Operations Reviews
• Monthly Service Governance Reviews
• Executive Service Performance Reports
• Service Improvement Plans (SIPs)
• Risk & Escalation Registers
• Major Incident Reviews
• Reliability & SLO Performance Dashboards
• Customer Satisfaction Improvement Plans

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Success Measures (KPIs)

• Customer Satisfaction (CSAT)
• SLA Achievement
• SLO Attainment
• Service Availability