[Hiring] Associate Service Delivery Manager @Granicus India

Role Description

Granicus is seeking an Assistant Service Delivery Manager to support the reliability, stability, and continuous improvement of our platform operations. This role plays a critical part in managing service operations and coordinating incident response to ensure highly available, performant systems that support citizen engagement at scale.

The Assistant SDM operates at the centre of incident management, working closely with Cloud Operations, SRE, Engineering, and Support teams to restore services quickly, minimise customer impact, and drive structured follow-through after incidents.

This role is AI- and AIOps-enabled, requiring the ability to apply AI-driven insights, observability signals, and automation to enhance incident detection, prioritisation, and resolution. Success in this role requires strong ownership during incidents, disciplined execution, and a continuous focus on improving operational outcomes such as service reliability, response times, and incident recurrence.

Core Responsibilities

• Manage the end-to-end incident lifecycle, ensuring timely detection, triage, escalation, and resolution in alignment with SLA commitments.
• Coordinate cross-functional teams during incidents, ensuring clear ownership, focused communication, and efficient service restoration.
• Determine incident severity and escalation paths based on impact, urgency, and system criticality.
• Drive structured communication during incidents, providing clear and timely updates to internal stakeholders and customer-facing teams.
• Support Root Cause Analysis (RCA) by gathering inputs, validating findings, and ensuring corrective and preventive actions are tracked to closure.
• Identify recurring issues and contribute to problem management initiatives to reduce incident recurrence and improve system stability.
• Monitor operational metrics including incident trends, response times, and SLA adherence, and recommend improvements based on data insights.
• Maintain and improve operational documentation including runbooks, playbooks, and standard operating procedures.
• Collaborate with Engineering, SRE, and Cloud Operations teams to improve service resilience and operational processes.
• Contribute to continuous improvement initiatives focused on operational maturity, reliability, and customer experience.

AI & AIOps Responsibilities

• Apply AI-assisted analysis to incident triage, signal interpretation, and root cause investigation to accelerate resolution.
• Own the use of AI-driven insights to improve incident prioritisation, reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR), and minimise customer impact.
• Identify and implement automation opportunities across incident management, RCA, reporting, and operational workflows.
• Leverage observability, telemetry, and monitoring signals alongside AI-driven analytics to proactively identify anomalies, risks, and service degradation trends.
• Contribute to the adoption of AIOps capabilities such as anomaly detection, event correlation, alert noise reduction, and predictive risk identification.
• Continuously improve alerting, dashboards, and operational runbooks to ensure AI-assisted recommendations are accurate, explainable, and actionable.
• Support measurement of AI/AIOps impact through operational metrics such as incident reduction, alert quality, and automation adoption.

Success Measures (Indicative)

• Reduction in Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• Improved incident response quality and SLA adherence.
• Reduction in recurring incidents through effective problem management.
• Increased adoption of automation and AI-enabled operational workflows.
• Improvement in alert quality and reduction in false positives.
• Contribution to overall service reliability and customer experience.

Role Expectations

• Demonstrates ownership and accountability during incidents and follow-through activities.
• Maintains a structured, detail-oriented approach to incident and service delivery management.
• Operates effectively under pressure while balancing short-term incident response with long-term improvements.
• Collaborates effectively across teams to drive resolution and operational excellence.
• Continuously builds knowledge in AI, AIOps, automation, and service reliability practices.

Required Experience & Skills

• Experience in service delivery, incident management, or service operations within a high-availability environment.
• Hands-on experience managing incidents and coordinating cross-functional teams under time-sensitive conditions.
• Strong analytical and problem-solving skills, with the ability to interpret system behaviour and identify patterns.
• Working knowledge of incident lifecycle management, RCA processes, and problem management practices.
• Familiarity with AI tools (e.g., Copilot or similar) and ability to apply them for analysis, documentation, and operational decision support.
• Exposure to AIOps concepts including observability, telemetry, anomaly detection, and intelligent alerting.
• Ability to interpret telemetry, logs, and monitoring signals to support incident response and service improvement.
• Experience using ITSM tools such as Jira, ServiceNow, PagerDuty, or similar platforms.
• Strong communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders.
• Ability to manage multiple priorities while maintaining focus on service restoration and operational outcomes.

Preferred Experience

• Experience in SaaS or cloud-based environments, including exposure to distributed systems.
• Familiarity with observability and monitoring platforms (e.g., Datadog, New Relic, or similar tools).
• Exposure to automation, scripting, or workflow optimisation in service operations.
• Understanding of cloud environments such as AWS or Azure.
• Experience contributing to AIOps-enabled operational initiatives.
• ITIL certification or equivalent service management training.

Education

• Bachelor’s degree in a related field or equivalent practical experience.

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey.

• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee population.

The Impact

We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world.