Service Delivery Manager

Job DescriptionThe Service Delivery Manager is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team. As a team lead, this position will partner with the Enterprise Data Services Team to deliver exceptional support to customer through ServiceNow. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. TheService Delivery Manager will work within the Enterprise Data Service Team and will report to the Manager of Operations Team. Service Delivery Manager Responsibilities: Oversee the day-to-day operations of the Support Team Act as a senior agent who will drive customer satisfaction through customer support Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions Act as a mentor and provide oversight, coaching, and training to technical support staff Handle incoming tickets Be the point of contact when it comes to technical escalations Record and track team SLAs and workflows Analyze data and implement process improvements to processes and tools Provide support where needed for both internal and external customers. Clearly communicate escalated issues to Tier 3 and product managers as needed Manage and report on all incoming technical support inquiries On-board all new technical support team members Assist in the creation of the team KPIs as well as monitor and report on results Be actively involved with the operational delivery and UAT if required for new product and feature releases Monitor team performance and report on metrics Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner Work to create any relevant support material for the team Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents Review all technical support related processes and documentation for continuous improvement Assist in the creation and implementation of customer self-service material and toolsRequired QualificationsTechnical Skills: Strong knowledge/experience in Unix/Shell Scripting Strong knowledge/experience in SQL Strong knowledge/experience in Hadoop Eco System (Hive, HDFS, Map Reducer etc.) Strong knowledge/experience in GCP (Big Query, GCS, Pub/Sub, FHIR, DataProc, Dataflow, Cloud functions, Airflow/Composer etc.) Experience in Tidal & Service Now ticketing system Knowledge/experience in Python, Spark is an added advantage 5 years plus experience in a Technical Support Team Lead role 1 years plus experience in Google Cloud Platform (GCP) and Hadoop environment 1 year plus experience with ServiceNow Proven people management and leadership skills Excellent communication, both oral and written skills Strong problem solving and communication skills First line of support and troubleshooting issues Strong analytical skills to investigate and resolve customer support tickets Able to multi-task efficiently under time pressure Able to work with cutting edge technology and assimilate information rapidly Previous experience in managing customer focused teams Proven experience in managing a service and support focused team cultureCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications Experience collaborating with product and non-technical partners. Certification in Google Cloud Platform (GCP) Experience with at least one RDBMS (MySQL, PostgreSQL, RDS, Oracle, etc). Preferred a Bachelor's Degree in Computer Science.EducationBachelor's degree in computer science, engineering, or a related fieldBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-11-15