Job description

Role: IT Service Delivery Manager – Enterprise Data & Analytics MSP Job Type: Full-Time Role (Hybrid Mode) with 3 days onsite at Newton, MA Work Experience: 8+ years of IT experience required, 3+ years in a Service Delivery/Application Support Manager role with a focus on data and analytics applications. Client Engagement & Governance • Lead weekly service-review and quarterly business-review meetings • Translate evolving business requirements into actionable service backlogs • Maintain stakeholder map and escalation paths Service Operations • Own Incident, Problem, Change, and Release processes (ITIL v4) • Enforce 16×5 coverage and coordinate after-hours P1/P2 escalations • Track ticket queue (Qlik, Snowflake, Informatica, MSBI) and ensure adherence to response & resolution SLAs Performance & Reporting • Publish KPI/SLA dashboards (response time, resolution time, backlog aging, job-failure MTTR, platform uptime) • Analyze trends, propose automation opportunities (e.g., Azure Automation, Power Automate, Control-M replacements) Continuous Improvement • Drive root-cause analysis and preventative actions for recurring incidents • Champion DevSecOps best practices for data-platform releases • Build and maintain runbooks/SOPs for new applications and integrations People & Vendor Management • Manage a cross-functional team of 8-12 engineers (on-shore/off-shore) • Conduct performance reviews, skills assessments, and mentoring • Oversee third-party contracts and license renewals Compliance & Risk • Ensure alignment with GDPR, HIPAA, SOC 2, and internal audit requirements • Coordinate disaster-recovery drills and annual BCP validation Experience • 8+ years total IT experience, 3+ years in a Service Delivery / Application Support Manager role with focus on data and analytics applications • Proven ownership of SLAs for data-platform workloads (ETL, data warehouse, analytics dashboards) • Hands-on familiarity with one or more: Qlik SaaS/Client-Managed, Snowflake, Informatica PowerCenter/IICS, MSBI stack Process &Tools • Solid grounding in ITIL v3/4, with Incident-to-Problem & Change governance • Experience with ticketing & monitoring suites (ServiceNow, Jira, Datadog, Azure Monitor, Control-M, etc.) Technical Breadth • Working knowledge of cloud platforms (Azure or AWS), SQL optimization, and data-pipeline orchestration • Understanding of DataOps/DevOps CI/CD for analytics (Git, Azure DevOps, GitLab, or similar) Soft Skills • Polished client-facing communication and negotiation • Analytical mindset—comfortable interpreting KPIs and presenting insights to executives • Ability to influence in a matrixed, multicultural environment Preferred / Nice-to-Have • ITIL v4 Foundation or higher • Snowflake SnowPro Core or Informatica Cloud certification or Azure Cloud certifications • Prior experience integrating observability/automation tools (UiPath, Power Automate, Azure Automation) • Exposure to data privacy platforms (OneTrust) and compliance scanning (ObservePoint)

Requirements