Service Delivery Manager (Application Support)

Job Title: Service Delivery Manager Application

Experience: 12+ Years

Job Summary:

We are seeking an experienced Service Delivery Manager with over 12 years of expertise in managing application services and ensuring seamless delivery to clients. The ideal candidate will have a proven track record of overseeing application support and maintenance, driving service excellence, managing stakeholder expectations, and leading cross-functional teams to meet business goals.

Key Responsibilities:

• Lead and manage end-to-end service delivery of application support and maintenance for enterprise-level applications.
• Serve as the primary point of contact for clients and internal stakeholders for all application service delivery issues.
• Ensure SLAs, OLAs, and KPIs are met or exceeded and report on service delivery metrics regularly.
• Develop and implement continuous improvement initiatives to enhance service quality, efficiency, and client satisfaction.
• Coordinate with application development, infrastructure, and QA teams for seamless issue resolution and deployment activities.
• Manage incident, problem, change, and release management processes related to application services.
• Drive customer communication, manage expectations, and escalate issues as required to ensure prompt resolution.
• Monitor application performance, analyze trends, and initiate corrective actions proactively.
• Oversee resource planning, capacity management, and team performance to meet business demands.
• Prepare and present service reports, dashboards, and reviews for senior management and clients.
• Collaborate with vendors and third-party service providers to ensure service quality and compliance.
• Lead and mentor a team of application support professionals, fostering a collaborative and high-performance culture.
• Manage budgets, contracts, and procurement related to application service delivery.
• Stay updated with industry best practices, tools, and technologies to continually improve service delivery.

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field; Masters degree preferred.
• 12+ years of experience in IT service delivery, with significant exposure to application support and management.
• Strong knowledge of ITIL processes and frameworks. Certification (ITIL v3/v4) is a plus.
• Proven experience managing application support teams and delivering complex IT services.
• Excellent understanding of application lifecycle management, incident/problem/change management.
• Experience with ServiceNow, Jira, or other ITSM tools.
• Strong stakeholder management, communication, and client-facing skills.
• Ability to work under pressure and manage multiple priorities effectively.
• Analytical mindset with problem-solving abilities and attention to detail.
• Experience with Agile/Scrum methodologies is an advantage.
• Vendor management and contract negotiation experience.
• Leadership skills with the ability to motivate and guide teams.

Please Share & Refer resume at ajay.kurlekar@cloverinfotech.com