Service Delivery Manager

Service Delivery Manager – Application Managed Services

• We are looking for an experienced Service Delivery Manager (SDM) with experience in managing enterprise applications like SAP and Salesforce to lead end-to-end Application Managed Services delivery for a large, multi-technology enterprise environment.

Key Responsibilities

• Own overall service delivery and customer engagement for L2/L3 application support.
• Manage SLAs, KPIs, service quality, backlog, risks, escalations and capacity utilization.
• Lead major incident management, RCA, problem management and corrective actions.
• Conduct weekly/monthly service reviews and provide clear visibility into performance, risks, actions and improvements.
• Manage service transition, knowledge transfer, stabilization and steady-state operations.
• Coordinate across application teams, SMEs, customer stakeholders and third-party vendors.
• Drive effective Core/Flex capacity management aligned with workload and skill requirements.
• Ensure strong knowledge management through SOPs, runbooks and KEDB.
• Identify and drive continuous improvement, automation and operational-efficiency initiatives.
• Maintain strong customer relationships and proactively manage service risks and escalations.

Required Experience & Skills

• 10-15 years of IT experience, including significant experience in Application Managed Services / Application Support.
• 5+ years in Service Delivery, Service Management or similar customer-facing leadership roles.
• Strong understanding of ITIL processes, including Incident, Problem, Change, Release and Knowledge Management.
• Experience managing SLA/KPI-based managed-services engagements.
• Strong major-incident and escalation-management skills.
• Experience with service transition, KT and stabilization.
• Strong customer communication, governance, reporting and stakeholder-management skills.
• Ability to manage distributed, multi-technology application support teams.
• Strong analytical, problem-solving and continuous-improvement mindset.
• Experience across enterprise technologies such as SAP, Salesforce, Microsoft 365, Informatica, AWS and RPA/Automation.
• Exposure to automation, GenAI and AI-enabled service-management practices