Service Delivery Manager - Databricks & AWS
2 days ago
Watchung
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.