Service Delivery Manager (Application Support)
- Clover Infotech
- 10 - 15 years
- Mumbai
- 5 months ago
- Email to a friend
- Report this job
Job Description
Job Title: Service Delivery Manager Application
Experience: 12+ Years
Location: Mumbai / Navi Mumbai (WFO)
Department: IT / Service Delivery
Job Summary:
We are seeking an experienced Service Delivery Manager with over 12 years of expertise in managing application services and ensuring seamless delivery to clients. The ideal candidate will have a proven track record of overseeing application support and maintenance, driving service excellence, managing stakeholder expectations, and leading cross-functional teams to meet business goals.
Key Responsibilities:
- Lead and manage end-to-end service delivery of application support and maintenance for enterprise-level applications.
- Serve as the primary point of contact for clients and internal stakeholders for all application service delivery issues.
- Ensure SLAs, OLAs, and KPIs are met or exceeded and report on service delivery metrics regularly.
- Develop and implement continuous improvement initiatives to enhance service quality, efficiency, and client satisfaction.
- Coordinate with application development, infrastructure, and QA teams for seamless issue resolution and deployment activities.
- Manage incident, problem, change, and release management processes related to application services.
- Drive customer communication, manage expectations, and escalate issues as required to ensure prompt resolution.
- Monitor application performance, analyze trends, and initiate corrective actions proactively.
- Oversee resource planning, capacity management, and team performance to meet business demands.
- Prepare and present service reports, dashboards, and reviews for senior management and clients.
- Collaborate with vendors and third-party service providers to ensure service quality and compliance.
- Lead and mentor a team of application support professionals, fostering a collaborative and high-performance culture.
- Manage budgets, contracts, and procurement related to application service delivery.
- Stay updated with industry best practices, tools, and technologies to continually improve service delivery.
Qualifications:
- Bachelors degree in Computer Science, Information Technology, or a related field; Masters degree preferred.
- 12+ years of experience in IT service delivery, with significant exposure to application support and management.
- Strong knowledge of ITIL processes and frameworks. Certification (ITIL v3/v4) is a plus.
- Proven experience managing application support teams and delivering complex IT services.
- Excellent understanding of application lifecycle management, incident/problem/change management.
- Experience with ServiceNow, Jira, or other ITSM tools.
- Strong stakeholder management, communication, and client-facing skills.
- Ability to work under pressure and manage multiple priorities effectively.
- Analytical mindset with problem-solving abilities and attention to detail.
- Experience with Agile/Scrum methodologies is an advantage.
- Vendor management and contract negotiation experience.
- Leadership skills with the ability to motivate and guide teams.
Please Share & Refer resume at aj**********r@cl***********h.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Other Program / Project ManagementRole: Project ManagerEmployement Type: Full timeContact Details:
Company: Clover InfotechLocation(s): Mumbai
Keyskills: Service Delivery Manager Project Management Application Support Delivery Manager SDM
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Clover Infotech
Clover Infotech is a leading IT services and consulting company. We are a strategic partner to the worlds leading technology OEMs such as Oracle (Platinum partner), Microsoft (Gold partner) and IBM. We provide solutions and services across application and technology modernization, cloud enablement...
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