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{"group":"Organization","title":"","skills":"<p><strong>This role demands a seasoned leader with a strong foundation in ITIL-based service management, major incident handling, and vendor-to-vendor transition execution.</strong></p><p>Minimum 17+ years of IT service delivery experience, with at least 5 years in a senior leadership role</p><p>Demonstrated success in large-scale transitions, stakeholder governance, incident leadership, and delivering measurable service outcomes</p><p>Strategic mindset with a strong orientation toward hands-on execution</p><p>Clear and confident communicator with the ability to influence across all levels, including executive leadership</p><p>Proven ability to drive operational excellence, lead high-performing teams, and embed continuous improvement practices</p><p>Strong sense of ownership, accountability, and effective decision-making under pressure.</p><p>Experience in Presales - SOW, Proposal, RFP, RFQ, etc.</p><p>Experience in working with US, both at offshore and onsite/ onshore</p><p>Understanding of secure coding practices in software development</p><p>Experience with observability/ analytics (monitoring and logging) tools for effective troubleshooting</p><p>Exposure to machine learning, data engineering, or specialized domains</p>","endDate":"2026-04-30T09:50:54.765Z","isDraft":false,"jobType":"Full Time","job_url":"2496-senior-service-delivery-manager","agencyId":1,"benefits":"<p>In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work hard, play hard corporate environment.</p>","betaMode":false,"clientId":"35","location":[{"lat":37.5585465,"lon":-122.2710788,"zip":"","city":"Foster City","text":"Foster City, CA, USA","state":"California","country":"United States","is_city":true,"is_state":false,"is_country":false,"state_code":"CA","countryCode":"US","isLocationSet":true,"nearByHexCodes":["8428347ffffffff","8428345ffffffff","842836bffffffff","842830dffffffff","8428309ffffffff","8428343ffffffff","8428341ffffffff"],"loc_h3_hex_res4":"8428347ffffffff","isLocationResolved":true}],"eeocFound":false,"maxSalary":"","minSalary":"","startDate":"2026-04-15T09:50:54.765Z","currencyIn":"USD","hiringSPOC":"User / Info not available","hiringTags":[],"onBehalfOf":"112","companyName":"Meytier","description":"<p><strong>This role demands a seasoned leader with a strong foundation in ITIL-based service management, major incident handling, and vendor-to-vendor transition execution.</strong></p><p><strong><u>&nbsp;</u></strong></p><p><strong><u>Core Responsibilities</u></strong></p><ul><li>Lead seamless transitions for new services/projects, ensuring complete knowledge transfer and operational readiness.</li><li>Ensure consistent and high-quality service delivery across all application support functions.</li><li>Track and manage key performance indicators (KPIs), SLA adherence, cost metrics, and team performance benchmarks.</li><li>Drive executive engagement through structured reporting cadence, including QBRs, service reviews, and performance dashboards.</li><li>Optimize support costs while scaling and sustaining a high-performing 24x7 global delivery model.</li></ul><p>&nbsp;</p><p>&nbsp;</p><p><strong><u>Key Traits</u></strong></p><ul><li>Minimum 17+ years of IT service delivery experience, with at least 5 years in a senior leadership role</li><li>Demonstrated success in large-scale transitions, stakeholder governance, incident leadership, and delivering measurable service outcomes</li><li>Strategic mindset with a strong orientation toward hands-on execution</li><li>Clear and confident communicator with the ability to influence across all levels, including executive leadership</li><li>Proven ability to drive operational excellence, lead high-performing teams, and embed continuous improvement practices</li><li>Strong sense of ownership, accountability, and effective decision-making under pressure.</li></ul><p><strong><u>&nbsp;</u></strong></p><p><strong><u>Detailed Responsibilities:</u></strong></p><p><strong><u>Transition Management &amp; Planning</u></strong></p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Lead end-to-end transition programs, including planning, execution, stabilization, and post-go-live governance.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Define and track transition KPAs, success criteria, cost baselines, and service benchmarks.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Ensure effective knowledge transfer, stakeholder onboarding, and structured cutover with minimal disruption.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Govern the transition process with strong risk analysis and continuous improvement planning.</p><p><strong><u>Service Operations &amp; Incident Management</u></strong></p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Lead global 24x7 application support operations across L1, L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Define and monitor operational KPIs and SLAs through dashboards, incident trends, and real-time performance metrics.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Implement proactive monitoring and alerting using AIOps, observability tools, and automation to prevent service disruptions.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Champion a risk-based operations model, including early warning systems, shift-left strategies, and operational readiness reviews.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Maintain up-to-date incident response plans, runbooks, and knowledge articles with proper documentation and version control.</p><p><strong><u>Delivery Management &amp; Process Governance</u></strong></p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Oversee end-to-end delivery of managed services, ensuring operational stability, service excellence, and cost-effective execution.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Provide strategic leadership during major incidents, driving rapid recovery and alignment with business priorities.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Manage the post-incident lifecycle, including root cause closure, analysis, and transparent stakeholder communication.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Continuously enhance ITIL-aligned processes (incident, problem, change, and release) to strengthen governance and accountability.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Define and manage SLA/KPI frameworks to track service quality, performance trends, and customer satisfaction.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Identify delivery gaps and optimization opportunities, including right-sizing global support models to enable effective 24x7 coverage.</p><p><strong><u>Stakeholder &amp; Executive Communication</u></strong></p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Act as the primary communication bridge between delivery teams and customer/business stakeholders, including CXO-level leadership.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Facilitate executive connects and governance forums to present service insights and capture feedback.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Deliver regular reporting packs, including Daily, Weekly, QW (Quality Watch), POP (Point of Performance), and Monthly Dashboards.</p><p><strong><u>Continuous Service Improvement (CSI)</u></strong></p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Drive CSI initiatives by identifying automation, optimization, and service innovation opportunities.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Leverage AIOps, ServiceNow ITOM, and other tools to streamline operations and reduce MTTR.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Foster a culture of root cause analysis (RCA) to eliminate repeat issues and improve service predictability.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Align improvements to goals around performance, quality, cost-efficiency, and customer experience.</p><p><strong><u>Nice to have:</u></strong></p><ul><li>Experience in Presales - SOW, Proposal, RFP, RFQ, etc.</li><li>Experience in working with US, both at offshore and onsite/ onshore</li><li>Understanding of secure coding practices in software development</li><li>Experience with observability/ analytics (monitoring and logging) tools for effective troubleshooting</li><li>Exposure to machine learning, data engineering, or specialized domains</li></ul><p>&nbsp;</p><p>WinWire is looking for&nbsp;<strong>Senior Service Delivery Manager</strong>&nbsp;for<strong>&nbsp;</strong>its Santa Clara, CA location in the hot, growing market of Application Development/Cloud and Data/AI related IT services leveraging Microsoft Azure. 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planning.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Lead global 24x7 application support operations across L1, L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Define and monitor operational KPIs and SLAs through dashboards, incident trends, and real-time performance metrics.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Implement proactive monitoring and alerting using AIOps, observability tools, and automation to prevent service disruptions.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Champion a risk-based operations model, including early warning systems, shift-left strategies, and operational readiness reviews.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Maintain up-to-date incident response plans, runbooks, and knowledge articles with proper documentation and version control.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Oversee end-to-end delivery of managed services, ensuring operational stability, service excellence, and cost-effective execution.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Provide strategic leadership during major incidents, driving rapid recovery and alignment with business priorities.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Manage the post-incident lifecycle, including root cause closure, analysis, and transparent stakeholder communication.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Continuously enhance ITIL-aligned processes (incident, problem, change, and release) to strengthen governance and accountability.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Define and manage SLA/KPI frameworks to track service quality, performance trends, and customer satisfaction.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Identify delivery gaps and optimization opportunities, including right-sizing global support models to enable effective 24x7 coverage.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Act as the primary communication bridge between delivery teams and customer/business stakeholders, including CXO-level leadership.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Facilitate executive connects and governance forums to present service insights and capture feedback.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Deliver regular reporting packs, including Daily, Weekly, QW (Quality Watch), POP (Point of Performance), and Monthly Dashboards.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Drive CSI initiatives by identifying automation, optimization, and service innovation opportunities.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Leverage AIOps, ServiceNow ITOM, and other tools to streamline operations and reduce MTTR.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Foster a culture of root cause analysis (RCA) to eliminate repeat issues and improve service predictability.</p><p>•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Align improvements to goals around performance, quality, cost-efficiency, and customer experience.</p>","extractedSkillIds":["i10692"],"maxSeniorityLevel":6,"minSeniorityLevel":3,"otherJobReference":"","sharpenedJobTitle":"Senior Service Delivery Manager","job_category_group":3,"educationQualification":"Baccalaureate Degree","extractSkillsFromHereToo":false,"companyTeamJobIntroduction":"<p>Working at WinWire provides a compelling opportunity for a rising star to be part of a winning team and achieve exponential career growth.</p><p>Currently, WinWire is looking for a strategic and execution-focused Leader to lead global application maintenance and support operations across a diverse, business-critical application landscape.</p><p>WinWire is committed to providing an exciting, participatory and team-oriented work environment.</p>","dNIEEOCTextFocusOtherControl":"","expertise_coreskill_or_product":["service delivery"],"displayJobDescriptionSimpleForm":true,"expertise_functional_area_hiring_team":"","job_id":"2496"}