Service Delivery Manager - Application Managed Services

About the role

This role manages the day-to-day delivery of application managed services (support, maintenance and enhancements) for client business applications. It acts as the main contact for business users and application owners and ensures service targets are met through coordination with support, development, infrastructure, cloud, security and helpdesk teams.

Key responsibilities

• Coordinate with application support teams (L1/L2/L3), developers, infrastructure, cloud, security and helpdesk teams to ensure stable application performance.
• Monitor SLA and KPI performance (response and resolution times, availability, backlog, customer satisfaction) and ensure service targets are met.
• Act as the main contact for business users and application owners on service issues, and coordinate incidents, problems and service requests with root cause analysis and permanent fixes.
• Support major incident and escalation management for business-critical applications.
• Coordinate application changes, releases and deployments so they are planned, tested, approved and implemented.
• Work with external vendors, software providers and subcontractors and monitor their performance against contracts.
• Prepare regular service reports, SLA dashboards and performance updates for management and clients.
• Identify improvements to stability, performance, automation and support efficiency, such as reducing recurring incidents and tickets.
• Ensure services follow ITIL and service management processes.
• Support projects and transition new or upgraded applications to the AMS operations team, including knowledge transfer, documentation and run-books.

Required profile

• Bachelor's degree in IT, Computer Science or a related field.
• 7+ years of IT experience, including at least 3 years in application support or managed services.
• Good understanding of application operations and the application lifecycle (SDLC, release management, application monitoring).
• Experience managing application support, helpdesk, ITIL processes, SLAs, KPIs, incidents, problems and changes.
• Exposure to NOC and SOC operations is an advantage; familiarity with NOC, SOC and MSP operating models is also mentioned.
• ITIL certification preferred.