Service Delivery Manager

2 days ago

kakkanad, India Digital Biz Solutions Full time

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

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