Sdm - Me Region- 16th Jan

2 weeks ago

Kochi Kerala, India DBiz AI Solutions Full time

Job Title:
Service Delivery Manager - IT Application Support

Role Summary:
Key Responsibilities:
Service Delivery Management
- 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.

Responsible for creating knowledge articles and review it with customer and publish in a document management tool / sharepoint

Hand on exp on any incident management tool.

Should have experience on service now, any proprietary tool which he can talk through and demonstrate expert level of tool usage.
Soft skills: Strong and effective communication. stakeholder management, should have had experience in client facing roles.

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