Senior Service Delivery Manager

Wipro Limited
Chicago, IL
Added: March 21, 2024

Role: Senior Service Delivery Manager

Location: Chicago, IL

Overview: We are seeking an experienced Engineering Delivery Leader to oversee and manage the successful delivery of large engineering programs, product, and platform support within our organization. The ideal candidate will have a strong background in engineering, project management, and leadership, with a proven track record of delivering high-quality programs and transformation on time and within budget.


  • Provide technical leadership and guidance to engineering teams, drawing upon extensive hands-on experience in software engineering and architecture to drive innovation and excellence in software delivery.
  • Refine implementation of SAFe, Agile and ITIL, ITSM methodologies and lead efforts in advancing ITIL maturity and implementing Site Reliability Principles
  • Drive transformation of the platform support services by bringing the latest practices in the industry – DevSecOps, SRE, AIOPS etc.
  • Improve distributed systems by studying current practices, design and propose appropriate architecture simplifications
  • Drawing from hands-on experience, lead complex architectural and design discussions besides creation of detailed delivery plans and successful execution of the same.
  • Provide Technical leadership in troubleshooting distributed system applications to identify real or potential issues and escalate to appropriate support personnel or third-party vendors.
  • An advocate focused on providing advanced support and taking care of escalated issue and product expertise to large and complex systems and to largest customers
  • Provide leadership to a team of 200 + members while developing and implementing strategies to increase customer satisfaction
  • Recommend controls by identifying problems and creating improved procedures
  • Participate and lead in the analysis of business processes and procedures to identify opportunities for improved efficiency
  • Partner with other engineering teams on system stability, upgrades, support tasks, refreshes, test environments and other appropriate concerns around overall system performance impacting the business
  • Establish procedures and practices within the team to ensure systems can be restored within SLAs in a business recovery situation
  • Design and collect key system performance metrics for governance and continuous improvement
  • Provide leadership and direction to a team of engineers, fostering a culture of collaboration, innovation, and continuous improvement.


  • Overall hands-on experience of at least 18+ years with at least 10+ years of leadership experience in Product development, Support / Technical support with excellent analytical and support thinking
  • Deep hands-on experience in implementation of ITIL, ITSM, SAFe, CI/CD, DevSecOps, Dev and Test Automation and other operational efficiency creation practices
  • Excellent leadership and managerial skills in leading cross functional teams
  • A strategic thinker who can encourage innovation and newer ways working, change in order to make team and group/organization more productive and profitable
  • Excellent problem solving and communication skills
  • Experience being a subject matter expertise in multiple products
  • Being able to build successful relationships outside the team with peers and stakeholders
  • Self-Directed in a fast-paced environment with experience in managing large and mission critical products / platforms / applications.