Service Delivery Manager

13 hours ago

Level Carnival Infopark Inforpark Kakkanad Kerala Kochi India Digital Biz Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year


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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