Synergy Interactive · 1 day ago
Service Delivery Manager – Databricks & AWS
Watchung, NJ
Contract
Hybrid
Senior Level, Lead/Staff
$70/hr - $80/hr
10+ years expSynergy Interactive is looking for a Service Delivery Manager to oversee the managed services experience for a large data-heavy application ecosystem built on Databricks and AWS. This role involves ensuring service quality, stakeholder satisfaction, and continuous improvement across various applications and data workloads.
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Responsibilities
End-to-end service delivery for a portfolio of applications and data workloads, with a core focus on Databricks-based pipelines and AWS-native components (Kinesis, Lambda, DynamoDB, CloudWatch)
SLA and ITSM performance across incident, problem, change, and request processes, ensuring consistent adherence to ITIL/ITSM best practices
Customer satisfaction and stakeholder alignment, acting as the primary operational contact for client leaders, product owners, and technical teams
Production stability and major incident handling, leading coordination across application support, data engineering, SRE, and vendors to drive root cause analysis and long-term fixes
Service reporting and analytics: creating and maintaining dashboards and reports on SLAs, incident trends, capacity, and platform health, using data to drive decisions and priority-setting
Service roadmap and continuous improvement, identifying opportunities to streamline operations, reduce incidents, improve reliability, and optimize cost across Databricks and AWS workloads
Lead a blended team (onshore/offshore) delivering L2/L3 support for applications and data pipelines running on Databricks and AWS
Partner with client stakeholders in consumer products/retail/eCommerce to understand business cycles, promotions, loyalty campaigns, and their impact on the application and data landscape
Oversee runbooks, knowledge base, and operational documentation, ensuring that support processes are well-documented, current, and actually used
Coordinate and chair service reviews and business reviews, presenting performance metrics, incident summaries, risks, and proposed initiatives
Work closely with architects and engineering leads to transition new capabilities into steady-state support, ensuring operability, monitoring, and supportability are in place before go-live
Manage vendor relationships and contracts associated with the managed service, ensuring third parties deliver to agreed SLAs
Identify and escalate risk, compliance, and data protection issues, especially around customer data in retail/eCommerce and loyalty contexts, and drive remediation plans
Champion a data-driven, metrics-first culture within the support team, using hard numbers to prioritize work and communicate value
Qualification
Required
10+ years of experience in enterprise application and/or infrastructure support, with significant time in a Managed Service Provider (MSP) or IT consulting environment
Proven track record managing large application stacks and complex production support engagements, ideally spanning both applications and data platforms
Hands-on exposure to Databricks and PySpark in a production context
Strong familiarity with AWS services used in event-driven and data-centric architectures – especially Kinesis, Lambda, CloudWatch, and DynamoDB – and how they fit into an end-to-end data and application landscape
Solid understanding of ITIL/ITSM frameworks and SLA management: you've run incident, problem, and change processes and built/used KPI dashboards
Demonstrated experience leading teams (direct or matrixed), including coaching, workload balancing, and building a culture of accountability and ownership
Excellent client-facing skills: you are comfortable in executive conversations, can explain technical issues in business terms, and handle difficult discussions with composure
A data-driven mentality: you naturally reach for metrics, logs, and trends to support your arguments and decisions
Strong organizational skills, attention to detail, and the ability to juggle multiple clients, projects, and priorities without losing sight of commitments
Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience)
Preferred
Experience supporting Cassandra or other NoSQL databases, and/or PostgreSQL in production environments
Background in eCommerce platforms or loyalty systems; familiarity with tools like SFCC (Salesforce Commerce Cloud) or other commerce engines
Direct experience in consumer products / retail industries, especially customer-facing, high-volume transactional systems
Exposure to multi-cloud environments and modern observability practices
Company
Synergy Interactive
Synergy Interactive is a forward-thinking staffing firm that ignites innovation by connecting visionary companies with elite AI and digital talent.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
B
Blake Bhatia
CEO, Founder
Company data provided by crunchbase