SRE Delivery Manager - Job Description

Job Summary

The SRE Delivery Manager is responsible for leading Service Reliability Engineering teams to ensure high availability, operational excellence, performance, scalability, and reliability of business-critical platforms and services. This role combines technical leadership, service delivery management, stakeholder engagement, incident management, automation strategy, and continuous service improvement to achieve defined SLAs, SLOs, and customer outcomes.

Service Reliability & Operations Leadership

• Lead and manage global SRE, Operations, and Production Support teams.

• Ensure platform availability, reliability, scalability, and performance.

• Drive proactive monitoring and observability strategies.

• Establish and track SLOs, SLIs, Error Budgets, and Reliability KPIs.

• Improve service resilience through automation and engineering-driven operations.

Incident & Problem Management

• Own Major Incident Management (P1/P2) processes.

• Conduct post-incident reviews and root cause analysis (RCA).

• Drive corrective and preventive actions (CAPA).

• Reduce recurring incidents through problem management initiatives.

• Lead crisis management and executive communications during critical outages.

Service Delivery Governance

• Own operational service delivery commitments and customer satisfaction.

• Ensure SLA compliance and continuous improvement.

• Conduct regular operational and governance reviews.

• Manage service risks, dependencies, and escalations.

• Develop operational dashboards and executive reporting.

Automation & Continuous Improvement

• Drive AIOps, self-healing, and automation initiatives.

• Improve operational efficiency through scripting and workflow automation.

• Reduce operational toil and manual interventions.

• Define and execute operational excellence programs.

• Promote DevOps and SRE best practices across teams.

Cloud & Infrastructure Reliability

• Lead cloud operations across AWS, Azure, and GCP environments.

• Ensure infrastructure stability, capacity management, and disaster recovery readiness.

• Drive platform modernization and reliability engineering initiatives.

• Support hybrid cloud and multi-cloud strategies.

Stakeholder & Customer Management

• Act as primary escalation point for customers and leadership.

• Partner with Engineering, Product Management, Security, Compliance, and Business teams.

• Provide executive-level updates on service health and operational performance.

• Build trusted relationships with internal and external stakeholders.

Financial & Resource Management

• Manage operational budgets and resource planning.

• Optimize support costs through automation and process improvements.

• Forecast staffing requirements and capacity needs.

• Drive productivity and utilization improvements.

Team Leadership

• Lead, mentor, and develop SRE engineers and operations teams.

• Define career growth plans and competency frameworks.

• Foster a culture of ownership, accountability, reliability, and continuous learning.

• Build high-performing global teams.

Required Skills & Qualifications

• SRE Principles and Practices

• DevOps Methodologies

• Cloud Platforms (AWS, Azure, GCP)

• Kubernetes and Containers

• Linux/Unix Administration

• Observability Tools: Datadog, Dynatrace, Splunk, Prometheus, Grafana, New Relic

• CI/CD Pipelines

• Infrastructure as Code (Terraform, Ansible)

• Automation & Scripting (Python, PowerShell, Bash)

• ITIL Framework and Service Governance

• Executive Communication and Stakeholder Management

Key Metrics / KPIs

• Service Availability (%)

• SLA Achievement (%)

• MTTR and MTTD

• Incident Volume Reduction

• Automation Coverage

• Customer Satisfaction (CSAT)

• Operational Efficiency Improvements

• Error Budget Compliance

• Platform Reliability Score

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field.

• 12+ years of IT Operations / Infrastructure experience.

• 5+ years leading SRE, DevOps, NOC, or Production Support teams.

• Experience managing global teams and enterprise customers.

• Preferred certifications: AWS/Azure, ITIL, Kubernetes, SRE Foundation.

Executive-Level Profile Summary

Experienced SRE Delivery Manager with expertise in IT Operations, Cloud Infrastructure, Managed Services, Reliability Engineering, and Digital Transformation. Proven track record of leading global teams, driving operational excellence, implementing automation and observability solutions, improving service reliability, reducing operational toil, and delivering exceptional customer outcomes through proactive governance and continuous improvement.

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.