Job Description

Introduction:

SymphonyAI is at the forefront of innovation, leveraging cutting-edge artificial intelligence and machine learning technologies to transform industries and drive business growth. As a global leader in AI-powered solutions, we empower organizations to harness the full potential of data-driven insights. SymphonyAI enterprise applications rapidly deliver transformative business value across retail, CPG, financial services, manufacturing, media, Enterprise IT and the public sector. SymphonyAI combines unrivalled AI technology, vertical expertise and industry-specific data and insights into applications that drive the highest value for customers. We are one of the largest and fastest growing AI portfolios.
:

The Service Delivery Manager serves as the

primary operational and strategic contact

for assigned SaaS customers, accountable for service quality, performance, and satisfaction. You will lead governance routines, oversee incidents and changes, coordinate cross-functional teams, and ensure SymphonyAI delivers secure, compliant, and stable service environments.

This role blends

technical acumen

,

customer centricity

, and

commercial awareness

. You will be expected to operate with a consultative mindset--balancing operational excellence with long-term customer outcomes.

Key Responsibilities

Customer Success & Engagement

Act as the trusted operational advisor for customers, ensuring consistent communication and satisfaction. Lead

weekly backlog reviews

,

monthly service reviews

, and

quarterly governance meetings

focused on continuous improvement and business value. Manage expectations transparently, escalating risks or blockers before they impact service. Promote adoption of new SymphonyAI capabilities across InvestigationHub, DataHub, and Sensa. Drive CSAT and NPS improvements through proactive engagement and follow-through.

Service Operations & Monitoring

Own the end-to-end delivery of SaaS services within Azure and hybrid environments. Utilize observability tools such as

Datadog

,

CloudWatch

, and

Azure Monitor

to proactively identify and mitigate service degradations. Lead and coordinate

major incident responses

and post-incident reviews (PIRs). Serve as the

on-call escalation contact

for high-impact incidents during critical periods. Partner with CloudOps and Engineering on performance tuning, monitoring dashboards, and capacity planning.

Governance, Reporting & Financial Management

Deliver structured service governance through scheduled reviews (weekly/monthly/quarterly). Prepare and present dashboards on SLA adherence, incident trends, and service availability. Manage

service credits

,

change requests

, and

financial adjustments

, ensuring commercial integrity and transparency. Ensure compliance with ITIL, ISO, and financial services regulatory requirements. Support renewal and expansion discussions by demonstrating operational excellence and measurable value.

Continuous Improvement & Change Leadership

Identify opportunities for process automation, stability enhancement, and service simplification. Collaborate with Product and Engineering teams to drive roadmap improvements based on customer insights. Contribute to the evolution of service offerings, onboarding processes, and runbooks for new Azure-based products. Champion best practices across Incident, Problem, and Change Management, ensuring readiness before deployments and upgrades.

Stakeholder & Internal Leadership

Lead internal cross-functional discussions to ensure accountability and timely resolution of issues. Represent the customer's operational voice in internal roadmap and release planning sessions. Mentor junior team members and help shape SDM standards for the SaaS business. Foster a culture of

customer centricity

,

accountability

, and

collaborative improvement

.

Required Skills & Experience

Proven background as a Service Delivery Manager within a

SaaS, Cloud, or Managed Services

environment. Strong technical grounding in

Azure

(and ideally AWS) architecture and operations. Proficiency with

monitoring and observability tools

(e.g., Datadog, Azure Monitor, CloudWatch, Prometheus). Solid understanding of

ITIL practices

and

governance frameworks

. Experience managing

major incidents

,

service reviews

, and

customer escalations

. Excellent communication, stakeholder management, and presentation skills. Financial literacy to manage service credits, renewals, and commercial discussions. Proven ability to collaborate across engineering, support, product, and success functions.

Preferred Experience

Financial services or regulatory technology background (KYC, AML, Fraud, WLM). Familiarity with

AI-driven analytics platforms

such as Sensa or DataHub. Experience leading operational excellence initiatives or SaaS transformations. ITIL v4 certification, Azure Administrator/Architect certification, or equivalent experience.

About Us:

SymphonyAI Financial Services delivers advanced AI-driven compliance and fraud solutions that empower financial institutions to detect risk, enhance efficiency, and ensure regulatory compliance. As we continue expanding our SaaS offerings across Azure and AWS--including next-generation platforms like

DataHub

,

InvestigationHub

, and

Sensa

--we are looking for a highly capable

Service Delivery Manager (SDM)

to ensure customers realize the full value of our solutions through world-class service delivery and proactive engagement.