Job Description
Service Delivery Manager – Data & Application Managed Services (Databricks/AWS)
We’re looking for a Service Delivery Manager to own and evolve the managed services experience for a large, data-heavy application ecosystem built on Databricks and AWS . This role sits at the intersection of application support, data platforms, cloud operations, and client consulting . You’ll be accountable for service quality, SLAs, stakeholder satisfaction, and continuous improvement across a complex stack that includes Databricks, PySpark, AWS (Kinesis, Lambda, CloudWatch, DynamoDB) , and surrounding applications.
You bring a solid technical foundation , a data-driven mindset , and the ability to lead people and conversations at both the executive and engineering levels. You’ve spent time in a Managed Services or IT consulting environment , understand what it means to run large production support engagements, and are comfortable translating business goals (especially in retail/consumer products and eCommerce ) into operational execution.
What you’ll own
- End-to-end service delivery for a portfolio of applications and data workloads, with a core focus on Databricks-based pipelines and AWS-native components (Kinesis, Lambda, DynamoDB, CloudWatch).
- SLA and ITSM performance across incident, problem, change, and request processes, ensuring consistent adherence to ITIL/ITSM best practices.
- Customer satisfaction and stakeholder alignment , acting as the primary operational contact for client leaders, product owners, and technical teams.
- Production stability and major incident handling , leading coordination across application support, data engineering, SRE, and vendors to drive root cause analysis and long-term fixes.
- Service reporting and analytics : creating and maintaining dashboards and reports on SLAs, incident trends, capacity, and platform health, using data to drive decisions and priority-setting.
- Service roadmap and continuous improvement , identifying opportunities to streamline operations, reduce incidents, improve reliability, and optimize cost across Databricks and AWS workloads.
What you’ll do day to day
- Lead a blended team (onshore/offshore) delivering L2/L3 support for applications and data pipelines running on Databricks and AWS.
- Partner with client stakeholders in consumer products/retail/eCommerce to understand business cycles, promotions, loyalty campaigns, and their impact on the application and data landscape.
- Oversee runbooks, knowledge base, and operational documentation , ensuring that support processes are well-documented, current, and actually used.
- Coordinate and chair service reviews and business reviews , presenting performance metrics, incident summaries, risks, and proposed initiatives.
- Work closely with architects and engineering leads to transition new capabilities into steady-state support , ensuring operability, monitoring, and supportability are in place before go-live.
- Manage vendor relationships and contracts associated with the managed service, ensuring third parties deliver to agreed SLAs.
- Identify and escalate risk, compliance, and data protection issues , especially around customer data in retail/eCommerce and loyalty contexts, and drive remediation plans.
- Champion a data-driven, metrics-first culture within the support team, using hard numbers to prioritize work and communicate value.
What you bring
- 10+ years of experience in enterprise application and/or infrastructure support , with significant time in a Managed Service Provider (MSP) or IT consulting environment.
- Proven track record managing large application stacks and complex production support engagements, ideally spanning both applications and data platforms.
- Hands-on exposure to Databricks and PySpark in a production context
- Strong familiarity with AWS services used in event-driven and data-centric architectures – especially Kinesis, Lambda, CloudWatch, and DynamoDB – and how they fit into an end-to-end data and application landscape.
- Solid understanding of ITIL/ITSM frameworks and SLA management : you’ve run incident, problem, and change processes and built/used KPI dashboards.
- Demonstrated experience leading teams (direct or matrixed), including coaching, workload balancing, and building a culture of accountability and ownership.
- Excellent client-facing skills : you are comfortable in executive conversations, can explain technical issues in business terms, and handle difficult discussions with composure.
- A data-driven mentality : you naturally reach for metrics, logs, and trends to support your arguments and decisions.
- Strong organizational skills, attention to detail, and the ability to juggle multiple clients, projects, and priorities without losing sight of commitments.
- Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
Nice to have
- Experience supporting Cassandra or other NoSQL databases, and/or PostgreSQL in production environments.
- Background in eCommerce platforms or loyalty systems; familiarity with tools like SFCC (Salesforce Commerce Cloud) or other commerce engines.
- Direct experience in consumer products / retail industries, especially customer-facing, high-volume transactional systems.
- Exposure to multi-cloud environments and modern observability practices.
In this role, success looks like:
- Highly stable Databricks and AWS-based applications with clear, predictable SLAs.
- Clients who see you as their trusted partner for operational and technical decisions.
- A support organization that is well-structured, well-documented, and measurably improving over time.
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