Service Delivery Manager, Application Services, is responsible for end-to-end delivery ownership, operational governance, client satisfaction and continuous improvement for the assigned application portfolio. This role ensures stable, predictable, and value-driven application services in a fast-paced, client-facing environment by driving effective service management, stakeholder engagement, SLA governance, continuous improvement, and risk mitigation. The SDM will work closely with Account Leadership, delivery teams, support teams, and customer stakeholders to manage service performance, risks, escalations, cost, scope, and improvement initiatives.
Key focus areas include:
- End-to-end application Service Operations
- Service governance, SLA/KPI adherence, and client satisfaction
- ITSM process ownership and major incident management
- Team leadership, performance management, and capability development
- Continuous improvement, cost control, and risk management
### Job Responsibilities
Own and manage Application Services delivery, including L2/L3 support, App Maintenance, and enhancements for assigned accounts.
Act as the single point of accountability for service outcomes, ensuring adherence to agreed SLAs, KPIs, and customer experience indicators.
Lead service governance activities including weekly/monthly service reviews, operational reviews, and support for QBRs.
Oversee ITSM processes including Incident, Problem, Change, Request, and Release Management.
Manage major incidents by coordinating resolution efforts, stakeholder communication, root cause analysis (RCA), and preventive action tracking.
Partner closely with Account Leadership to align service delivery with account priorities, risks, and improvement initiatives.
Identify opportunities to leverage automation, AI-assisted analysis, dashboards, and process improvements to optimize effort, improve MTTR, enhance reporting quality, and strengthen service predictability.
Manage, motivate, and guide cross-functional teams comprising support, development and QA resources.
Ensure effective capacity planning, workload balancing, and skill alignment across the delivery team.
Track service costs, effort consumption, and scope adherence to prevent unplanned or non-billable work.
Proactively identify delivery, application, and operational risks and ensure timely mitigation actions.
Support smooth onboarding of new applications and scope expansions into the Application Services model.
### Job Qualification
10+ years of overall IT experience, including 4–6 years in Service Delivery, Project Management, or Managed/Application Services roles, with hands-on exposure to all phases of the SDLC.
Experience in managing Application Services or operations in a managed services environment.
Solid understanding of ITIL-based service delivery, operational governance, and ITSM best practices.
Good to have: certifications like PMP, ITIL, or equivalent credentials in Project Management, or ITSM
Good to have: Experience managing application support portfolios in SaaS, enterprise software, or revenue management domains
Exposure to AI-assisted service management practices, including incident trend analysis, knowledge-base improvement, RCA support, ticket summarization, service reporting, and operational insights.
Proven client-facing experience including service reviews, escalations, and stakeholder management.
Ability to lead and manage teams of 8–15+ members across multiple technical skill sets.
Experience working with global delivery models and distributed teams.
Excellent communication skills including verbal, written, presentation, and professional email etiquette.
Good understanding of cost management, effort tracking, and commercial aspects of application services.
Strong documentation skills with proficiency in MS Office tools.
Ability to work effectively in a fast-paced environment while managing multiple priorities.
Experience working with diverse teams and multicultural environments.
