Service Delivery Manager (Spark Tech_Sales and Services Platform)

Key Responsibilities

• Design and oversee high-level architecture direction across squads, in alignment with long-term platform strategy and scalability.

• Actively support the squads in identifying and removing impediments to ensure successful and timely Sprint and Release delivery.

• Provide regular progress updates and facilitate stakeholder review meetings to align expectations and manage communication.

• Support and coordinate testing processes when required, including test planning, execution, and defect management.

• Participate in the product visioning and concept development stages with business and technical stakeholders, and deliver training on new solutions where needed.

• Manage and groom the product backlog: ensure items are clearly defined, prioritized, and technically feasible.

• Provide input on infrastructure and system capacity needs, ensuring scalability and future readiness of sales and service channels.

• Drive continuous improvement initiatives for all service-related processes, ensuring high system availability and performance.

• Ensure all services under your responsibility meet target Service Levels (SLAs, uptime), and that incidents are managed with effective root cause analysis and corrective/preventive actions.

Qualifications

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

• Minimum 10 years of experience in software development, solution architecture, or IT delivery.

• Proven experience managing digital platforms related to CRM, campaign management, or sales/service systems.

• Strong understanding of enterprise architecture, APIs, and platform design.

• Excellent communication and facilitation skills — able to work across business, operations, and technical teams.

• Strong problem-solving skills and ability to connect business requirements with technical implications.

• Experience working in agile delivery environments, with an ability to manage multiple squads or vendor teams.

• Experience in the banking or financial services industry is an advantage.