Service delivery Manager

805507-Ensure SLA compliance and maintain high availability of business-critical applications/systems

• Take ownership of application downtime incidents and act as the primary escalation point during outages
• Leverage a strong development background to better understand application behavior, logs, and issue diagnosis
• Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles
• Manage major incidents with clear, timely stakeholder communication
• Oversee end-to-end application support lifecycle (incident, problem, change coordination)
• Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring
• Perform issue triage with leads/technical teams to identify root causes and drive resolution
• Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management
• Plan and execute preventive & corrective maintenance
• Track and improve incident trends, recurring issues, and service performance
• Develop MIS/operational reports and dashboards (Excel)
• Drive service reviews and continuous improvement initiatives
• Maintain documentation, SOPs, and service logs
• Demonstrate strong stakeholder management across business and IT teams
• Mentor team on incident handling, RCA quality, and support best practices

41