Service Delivery Manager - Enterprise Digital Support in Ernakulam, भारत

Job Title : Service Delivery Manager Enterprise Digital SupportAbout the Role :The Service Delivery Manager will own endtoend delivery of digital support services for web, mobile, and Salesforce (CRM) platforms. You will lead multilayered support operationsincluding monitoring, L1/L2 support, and development coordinationensure SLA compliance, drive operational governance, and champion continuous service improvement. The role works closely with business and technology stakeholders to align service delivery with organizational https://jobeax.com/link/g9Wnooap5qxtkQI3 Responsibilities :- Lead daytoday service delivery and operations for web, mobile, and Salesforce support environments.- Own and enforce SLA management, ensuring targets are met and governance processes are followed.- Administer Jira Service Management (JSM) as the central ticketing and workflow platform.- Oversee Salesforce support activities, coordinating fixes, enhancements, and user assistance.- Manage monitoring tools and incident response processes to minimize service disruption.- Build, mentor, and schedule support teams, handling resource allocation and performance management.- Identify, design, and implement process optimization and automation initiatives to increase efficiency.- Serve as primary liaison for internal stakeholders and external clients, maintaining strong relationships and communication.- Produce regular reporting and analytics on service performance, trends, and improvement https://jobeax.com/link/kkDbvrIMy4LMWx0B Skills and Experience :- Proven experience managing enterpriselevel digital support services across web, mobile, and Salesforce platforms.- Strong knowledge of IT service management frameworks (e.g., ITIL) and SLA governance.- Handson expertise with Jira Service Management, including workflow design and administration.- Deep understanding of Salesforce support processes and ecosystem.- Experience in monitoring, incident management, and coordinating development teams for issue resolution.- Demonstrated ability to lead, develop, and motivate technical support teams.- Proficiency in process analysis, optimization, and automation tools or scripting.- Excellent stakeholder management, communication, and reporting skills. (ref:hirist.tech)