Description :

About the Role :

The Service Delivery Manager is a critical leadership role responsible for ensuring the seamless, high-quality delivery of support services across the organization's entire portfolio of IT applications.

This role requires managing a team of support professionals, owning the governance of service levels, driving process excellence aligned with ITIL best practices, and maintaining the availability, reliability, and performance of all production applications.

Key Responsibilities :

- Service Delivery Management & Governance : Oversee the day-to-day operations of the IT application support group, ensuring timely and effective issue resolution for all application incidents and requests.

- SLA/KPI Management : Define, rigorously monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), taking ownership to ensure support services meet agreed-upon timelines and quality standards.

- Critical Incident Ownership : Act as the primary escalation point for all critical and high-impact incidents, leading effective communication, technical bridge calls, and driving rapid resolution with minimal business disruption.

- Problem Management & RCA : Coordinate thorough Root Cause Analysis (RCA) for recurring or high-impact incidents, collaborating with development and infrastructure teams to define and ensure permanent, preventative fixes.

- Team Leadership & Development : Lead and mentor the support team, fostering a high-performance culture of excellence and accountability. Effectively allocate resources based on priorities, conduct performance reviews, and facilitate targeted skill development.

- Stakeholder & Client Engagement : Serve as the primary point of contact between the IT support group and business users. Build strong, client-facing relationships with key stakeholders to understand and proactively manage their requirements and expectations.

- Process Improvement (ITSM) : Continuously review and enhance support processes to improve efficiency and effectiveness, implementing ITIL-aligned best practices in Incident, Change, and Problem Management.

- Automation & Self-Service : Drive strategic automation and self-service initiatives within the support ecosystem to reduce manual intervention, improve Mean Time To Resolution (MTTR), and enhance customer experience.

- Knowledge Management : Be responsible for the creation and review of high-quality knowledge articles, coordinating with customers, and ensuring their publication in a document management tool or SharePoint for global access.

- Compliance and Reporting : Ensure strict compliance with all organizational policies, security guidelines, and regulatory requirements. Generate and analyze performance reports on ticket trends, SLA adherence, and team performance, and lead audit activities related to the support function.

Required Skill Set (Mandatory Skills) :

- ITSM Tool Proficiency : Mandatory hands-on experience with any Incident Management Tool, with specific experience on ServiceNow required. Must be able to talk through and demonstrate expert-level usage of a proprietary or standard tool.

- ITSM Framework : Strong understanding and practical implementation experience of ITIL framework principles (Incident, Problem, Change Management).

- Process Expertise : Proven experience coordinating Root Cause Analysis (RCA) for critical issues and overseeing change management processes.

- Communication & Leadership (Soft Skills) : Strong and effective communication skills, exceptional stakeholder management capabilities, and proven experience in client-facing roles.

- Knowledge Management : Experience creating, reviewing, and publishing knowledge articles using document management tools (e.g., SharePoint).

Preferred Skills :

- Certification in ITIL v3 or v4.

- Experience driving automation projects within a service desk or support environment.

- Prior experience managing geographically distributed or offshore support teams