Service Delivery Manager

4 weeks ago

Navi Mumbai, India Clover Infotech Full time

Job Title: Service Delivery Manager Application

Experience: 12+ Years
Location: Mumbai / Navi Mumbai (WFO)
Department: IT / Service Delivery

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.

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