Service Delivery Manager

Job description

Job Description

Roles and responsibities:

Service & SLA Management

• Oversee the end-to-end delivery of application managed services, ensuring prompt response times, incident resolution, and high availability.

Team Leadership

• Mentor, manage, and scale a team of support engineers (Tier 1 to Tier 3), balancing workloads, prioritizing tasks, and ensuring technical readiness.

Stakeholder Engagement

• Act as the primary bridge between technical teams, business stakeholders, and third-party vendors to communicate progress and manage expectations.

Continuous Improvement

• Proactively analyze ticket trends and system bugs to identify root causes, improve support processes, and optimize software reliability.

Compliance & Governance

• Ensure application support activities adhere to established frameworks (e.g., ITIL), data security protocols, and audit requirements.

Release Management

• Ensure business and technology teams are prepared for successful go-lives, software patches, and system upgrades