[Hiring] Service Delivery Manager @Atturra

Role Description

We are seeking an experienced Service Delivery Manager to lead the operational delivery of enterprise integration and cloud managed services across webMethods, Microsoft Azure, and AWS. This role is accountable for service performance, stability, governance, and continual improvement in complex, regulated, and 24x7 environments. You will be the single point of accountability for service outcomes—working closely with senior client stakeholders, technical teams, and delivery partners to ensure services are reliable, secure, and fit for purpose.

Key Accountabilities

• Service Delivery & Operational Leadership
  • Own end to end delivery of managed services (BAU) and agreed enhancements across webMethods integration platforms and Azure/AWS cloud environments.
  • Maintain service availability, resilience, performance, and reliability to agreed targets.
  • Define, monitor, and report on SLAs, KPIs, and service health metrics; drive actions to address trends and risks.
  • Establish operational cadence and discipline (runbooks, on call, escalation, service reviews) to deliver predictable outcomes.
• Client & Stakeholder Management
  • Act as the primary operational interface for service performance, governance, and continuous improvement.
  • Lead service reviews, operational forums, and executive reporting; ensure clear minutes, actions, and follow through.
  • Communicate risks, incidents, and improvement initiatives clearly and confidently to senior stakeholders.
  • Build and maintain trusted relationships across business and technology stakeholders (client and internal).
• Project / Solution Delivery & Enhancements
  • Lead delivery of project initiatives and production enhancements, including planning, delivery governance, and stakeholder management.
  • Partner with solution architects and technical leads to shape delivery approach, estimates, schedules, and resourcing for enhancements and change initiatives.
  • Own the end to end change lifecycle from demand intake and prioritisation through build, release, and transition to BAU support.
  • Coordinate release planning and deployment windows, ensuring effective communication, risk management, back out planning, and post implementation verification.
  • Maintain visibility of the project/enhancement pipeline, milestones, dependencies, and outcomes; provide clear reporting to clients and internal leadership.
  • Ensure deliverables meet agreed quality standards (documentation, testing evidence, operational readiness) and align to architectural, security, and compliance requirements.
• Team & Vendor Management
  • Lead multidisciplinary teams including webMethods integration specialists, cloud engineers, and support resources.
  • Plan resourcing, skills coverage, and service continuity across onshore/offshore and vendor delivery models.
  • Coach team members on delivery expectations, service management practices, and customer outcomes.
• Governance, Security & Compliance
  • Maintain strong operational governance across integration and cloud platforms, including service standards and controls.
  • Ensure services meet security, compliance, and regulatory requirements, support audit readiness and risk management activities.
  • Align delivery to enterprise architecture, operational standards, and agreed ways of working.
• Incident, Problem & Change Management
  • Lead major incident management, including executive communication, escalation, and post incident reviews.
  • Drive timely resolution, root cause analysis, and preventative problem management to reduce repeat incidents.
  • Govern change and release processes to minimise risk to production systems while enabling ongoing improvement.
• Continuous Improvement
  • Identify and deliver opportunities for automation, efficiency, resilience, and cost optimisation.
  • Improve observability, monitoring, and proactive support capabilities to shift from reactive to preventative operations.
  • Sponsor and govern the service improvement roadmap, including platform modernisation initiatives.

Qualifications

• 10+ years’ experience in Service Delivery / Managed Services leadership roles within enterprise environments.
• Tertiary qualifications, preferably in Information Technology, Business, or Project Management (or equivalent experience).
• Project Management certification (e.g., PMP, PRINCE2) is advantageous.
• ITIL certification is advantageous.

Requirements

• Proven experience running integration platforms and services; webMethods experience strongly preferred (e.g., Integration Server, Trading Networks, API Gateway, MFT).
• Operational knowledge of Microsoft Azure and/or AWS (availability, security, cost management, and incident response).
• Experience managing 24x7, business critical production environments with on call or follow the sun support models.
• Strong ITSM capability aligned to ITIL practices (Incident, Problem, Change, Request, Knowledge) and service governance.
• Demonstrated leadership of major incident management, root cause analysis, and continual service improvement.
• Strong stakeholder management skills, including facilitation of service reviews and clear executive level reporting.
• Experience leading onshore/offshore delivery models and third party vendors, with a focus on outcomes and accountability.

Benefits

• Employee benefits, recognition, and wellbeing platform.
• Career growth via succession planning, internal promotions, and mentorship opportunities.
• Ongoing investment in professional development through industry and technology certifications, and study assistance.
• Mental health support through our Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral program, with monetary incentives offered.