Service Delivery Manager

• Oversee Incident and Problem Management processes to ensure rapid resolution of issues affecting payments processing and SLAs, KPIs, and compliance requirements are consistently met
• Partner with engineering leaders to integrate Lean-Agile Service Management practices (e.g. Kanban, Scrum) into support workflows to improve responsiveness and adaptability
• Drive root cause analysis and corrective actions for service disruption
• Deliver complex technical projects and initiatives to enable platform modernization, scalability, and security
• Empower Production Support and IT Operations team to enhance service delivery and service improvement cadences through coaching and facilitation
• Manage all Prod Support/IT Operations KPIs, SLAs, SLOs, and other performance metrics
• Build reporting structures that highlight performance trends across systems, support functions, and client-facing operations
• Create and maintain dashboards and reports that communicate progress to internal leadership and executive stakeholders
• Ensure timely intake, categorization, tracking, resolution, and post-mortem analysis of issues impacting internal operations or deliverables
• Coordinate with UAT, SRE, and Automation teams to drive prioritized backlog execution
• Lead status updates, risk mitigation planning, and project delivery timelines for internally sponsored projects

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field (or equivalent experience)
• 8+ years of IT Operations, Program Management, or Technical Delivery experience
• 3+ years managing or coaching Agile Service Delivery Teams within an IT or production support organization
• Strong experience with incident/problem/change management processes (ITIL or similar)
• Demonstrated expertise in leading complex, cross-functional technical initiatives using lean and agile methodologies
• Proficiency in Jira, Confluence, and visualization tools (Power BI, Tableau, or Splunk)
• Strong leadership and communication skills, with experience influencing stakeholders and driving collaborative decision-making
• Proficiency in risk management within agile projects, ensuring adaptive planning and timely delivery
• Analytical mindset with the ability to leverage data to optimize service operations and improve delivery outcomes

ITIL, Kanban, CSM, or PMP certifications are a plus

• Flexible PTO
• hybrid/remote work environment
• medical, dental, 401k
• fertility and family building
• education assistance
• pet insurance
• menopause and midlife care
• 401k plan with employer match
• flexible paid time off
• holidays
• parental leaves
• life and disability insurance
• health benefits including medical, dental, vision, and prescription drug coverage