Service Delivery Manager

<div><span><strong>Job Title: </strong></span></div><div><span>Service Delivery Manager – IT Application Support Role Summary: The Service Delivery Manager is responsible for ensuring the seamless delivery of support services for IT applications, meeting agreed-upon service levels and maintaining high customer satisfaction. The role requires managing a team of support professionals, coordinating with internal and external stakeholders, and ensuring the availability, reliability, and performance of IT applications.&nbsp;</span></div><div><br></div><div><span><strong>Key Responsibilities: </strong></span></div><div><br></div><div><span>Service Delivery Management&nbsp;</span></div><div><span>• Oversee day-to-day operations of the IT application support group, ensuring timely and effective issue resolution.&nbsp;</span></div><div><span>• Define and monitor service level agreements (SLAs) and key performance indicators (KPIs).&nbsp;</span></div><div><span>• Ensure that support services are delivered according to agreed timelines and quality standards.&nbsp;</span></div><div><span>• Act as the escalation point for critical incidents, ensuring effective communication and resolution.&nbsp;</span></div><div><span>• Coordinate root cause analysis (RCA) for recurring or high-impact incidents and ensure permanent fixes. Team Leadership&nbsp;</span></div><div><span>• Lead and mentor the support team, fostering a culture of excellence and accountability.&nbsp;</span></div><div><span>• Allocate resources effectively based on priorities and workload.&nbsp;</span></div><div><span>• Conduct regular performance reviews, identify training needs, and facilitate skill development for team members. Stakeholder Engagement&nbsp;</span></div><div><span>• Act as the primary point of contact between the IT support group and business users.&nbsp;</span></div><div><span>• Build strong relationships with key stakeholders, ensuring their requirements and expectations are understood and met.&nbsp;</span></div><div><span>• Provide regular updates to stakeholders on incident resolution, system performance, and service improvements. Process Improvement&nbsp;</span></div><div><span>• Continuously review and enhance support processes to improve efficiency and effectiveness.&nbsp;</span></div><div><span>• Implement best practices in IT service management (ITSM) aligned with frameworks such as ITIL.&nbsp;</span></div><div><span>• Drive automation and self-service initiatives to reduce manual intervention and improve response times. Incident, Change, and Problem Management&nbsp;</span></div><div><span>• Ensure incidents are logged, tracked, and resolved according to priority and impact.&nbsp;</span></div><div><span>• Oversee change management processes to minimize disruptions to the production environment.&nbsp;</span></div><div><span>• Collaborate with development and infrastructure teams to address recurring issues and ensure system stability. Compliance and Reporting&nbsp;</span></div><div><span>• Ensure compliance with organizational policies, security guidelines, and regulatory requirements.&nbsp;</span></div><div><span>• Generate and analyze reports on SLA compliance, ticket trends, and team performance for management review.&nbsp;</span></div><div><span>• Lead audit activities related to the IT application support function.</span> </div>