Service Delivery Manager – Data Platforms

About the JobWe are looking for an experienced Service Delivery Manager – Data Platforms to own end-to-end service delivery and operational support for Informatica and Cloudera platforms. The role will be responsible for ensuring platform stability, SLA/KPI compliance, production support, incident management, and continuous service improvement while working closely with technical teams, vendors, and business stakeholders.ResponsibilitiesOwn end-to-end service delivery and operational support for Informatica and Cloudera platforms.Ensure achievement of agreed SLAs, KPIs, availability, and performance targets.Lead and manage L1/L2 support teams, ETL monitoring teams, and vendor support engagements.Oversee incident, problem, and service request management, including ticket handling and escalation.Monitor and manage ETL jobs, batch processes, and data pipelines to ensure timely and accurate data delivery.Drive rapid resolution of production issues and coordinate Root Cause Analysis (RCA) for recurring incidents.Manage ticket queues, prioritize workloads, and ensure adherence to response and resolution timelines.Coordinate production releases, changes, and maintenance activities while minimizing business disruption.Prepare and present service performance, availability, incident, and SLA compliance reports.Collaborate with business, application, infrastructure, and database teams to ensure seamless service delivery.Drive continuous service improvement to enhance platform stability, reliability, and operational efficiency.Ensure compliance with IT governance, security policies, audit requirements, and banking regulations.Act as the primary point of contact for stakeholders regarding service performance, escalations, and operational issues.Mentor and develop support and monitoring teams to improve technical capabilities and service quality.Requirements10+ years of experience in IT Service Delivery, Production Support, or Data Platform Operations.Strong knowledge of Informatica, Cloudera, and enterprise data warehousing environments.Hands-on experience with ETL operations, monitoring tools, incident management, and SLA governance.Strong understanding of ITIL processes, service management, and operational controls.Experience managing production support, incidents, escalations, and service delivery operations.Strong leadership and stakeholder management skills.Excellent communication, problem-solving, and coordination skills.Experience working in a regulated/banking environment is preferred.