Skills: Service Delivery Manager, IT Service Delivery, ITIL, ITSM, Incident Management, Major, Incident Management, Problem Management, Change Management, SLA, KPI, RCA, Production Support, ServiceNow, SRE, Service Operations, Stakeholder Management, Vendor Management, Continual Service Improvement, Splunk, Dynatrace, Agile, DevOps. Lead Major Incident Management for high-severity production issues; establish command structure, coordinate technical teams, provide timely stakeholder updates and drive service restoration.