Coordinates with system owners on technical impacts and recovery timelines, while managing scheduling and communication for production deployments across multiple teams
Conducts code reviews for hotfixes and technical changes, and validates change artifacts including impact analysis, release procedures, and test evidence
Prepares change requests, risk assessments, rollback plans, and represents changes in Change Advisory Board meetings.
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The Service Delivery Manager (SDM) is a critical operational role responsible for the successful delivery, maintenance, and management of CSSB's ICT Maintenance and Managed Services contracts. The SDM acts as the primary point of contact between CSSB and its clients post-award, ensuring that all contracted ICT services — including network infrastructure, server and data center maintenance, software support, and managed IT services — are delivered on time, within scope, and to the highest standard of quality.
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Provide Tier 1/2 support for critical incidents, including on-call rotation for 24/7 systems.
Document, track and monitor all problem/resolution activity in the helpdesk tracking system to ensure a timely resolution and issue resolved courteously and expeditiously
Partner with global teams to align IT solutions with business needs.
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Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Gives operational and maintenance acceptance for new and changed systems and services.
On the basis of both experience and foresight, sets up and maintains a risk management program. In the event of a crisis, minimizes its effect and manages resolution so as to bring the situation to a satisfactory conclusion.
Contributes to policy making including strategic planning, hardware and software procurement, staff development and rewards, choice of methods and standards and the marketing and selling of services and products. Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts. Ensures that detailed metrics and records are kept and that appropriate action is initiated to maintain service levels. Identifies and implements new service performance metrics.
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