This role is pivotal in ensuring that technology platforms deliver maximum business value while maintaining operational excellence. It combines two major functions:
Service Delivery Manager
- Manage service delivery lifecycle (incident, problem, change, release management).
- Monitor SLAs and KPIs; implement service improvement plans.
- Coordinate cross-functional teams and vendors for seamless delivery.
- Drive customer satisfaction and stakeholder engagement.
- Ensure compliance with ITIL and organizational standards
Platform Owner
- Define and maintain platform roadmap aligned with enterprise architecture.
- Establish governance frameworks for usage, customization, and compliance.
- Oversee upgrades, integrations, and performance optimization.
- Manage vendor relationships and enforce SLAs.
- Ensure security, data integrity, and regulatory compliance
Technical Competencies
Service Delivery Manager:
- ITIL Service Management
- SLA & KPI Monitoring o Incident/Problem/Change Management
Platform Owner:
- Platform Governance & Architecture
- Roadmap Planning & Lifecycle Management
- Security & Compliance Oversight
