Description :

We are seeking an experienced Service Delivery Manager to oversee the entire IT Application Support function, ensuring high customer satisfaction and adherence to defined SLAs/KPIs.

The ideal candidate will be responsible for the day-to-day management of the support group, leading the team, coordinating Root Cause Analysis (RCA), and acting as the primary point of contact for business stakeholders.

Key responsibilities include implementing ITIL best practices, driving automation and self-service initiatives, and overseeing robust Incident, Change, and Problem Management processes to maintain system stability and compliance.

Key Responsibilities and Technical Deliverables :

Service Delivery Management and Performance :

- Oversee day-to-day operations of the IT application support group, ensuring timely and effective issue resolution across Tier 2/3 levels.

- Define and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), taking corrective actions to ensure targets for quality and timelines are met.

- Act as the primary escalation point for critical incidents, managing communication (internal and external) and coordinating rapid resolution strategies.

- Coordinate and lead Root Cause Analysis (RCA) for recurring or high-impact incidents, ensuring permanent fixes are implemented collaboratively with development teams.

Process Governance (ITIL/ITSM) :

- Implement best practices in IT Service Management (ITSM), aligning support processes with frameworks such as ITIL.

- Continuously review and enhance support processes (Incident, Problem, Change) to improve efficiency and effectiveness (e.g., MTTR, first-call resolution rate).

- Drive automation and self-service initiatives (e.g., knowledge base, automation scripts) to reduce manual intervention and improve response times.

Team Leadership and Stakeholder Engagement :

- Lead and mentor the support team, fostering a culture of technical excellence, accountability, and continuous skill development.

- Allocate resources effectively based on priorities, incident severity, and team workload capacity.

- Act as the primary point of contact between the IT support group and business users, building strong relationships and managing expectations regarding service delivery.

- Provide regular, transparent updates to stakeholders on incident resolution progress, system performance metrics, and service improvement roadmaps.

Compliance and Reporting :

- Ensure compliance with organizational policies, security guidelines, and necessary regulatory requirements within the support function.

- Generate and analyze reports on SLA compliance, ticket trends, team performance, and service improvement ROI for executive management review.

- Lead and coordinate audit activities related to the IT application support function (e.g., security, operational audits).

Mandatory Skills & Qualifications :

- Domain : Proven experience in managing and leading IT Application Support or Service Desk functions.

- Methodology : Strong practical experience and knowledge of IT Service Management (ITSM) frameworks, particularly ITIL.

- Process : Expertise in managing and enforcing SLA/KPIs, Incident Management, Problem Management, and Change Management processes.

- Leadership : Demonstrated ability to Lead and mentor support teams and manage resource allocation.

- Communication : Exceptional ability to manage Stakeholder Engagement and provide clear, professional updates.

Preferred Skills :

- ITIL Foundation or Intermediate Certification.

- Experience implementing or managing ITSM tools (e.g., ServiceNow, Jira Service Management).

- Prior experience driving automation initiatives within a support environment (e.g., scripting, AI/Chatbot implementation).

- Experience leading audit or compliance activities related to IT operations