Service Delivery Manager
Job in
Northern, Floyd County, Kentucky, USA
Listed on 2026-09-12
Listing for:
Compunnel, Inc.
Full Time
position Listed on 2026-09-12
Job specializations:
-
IT/Tech
Change Management, IT Project Manager, AI Business & Operations, IT Infrastructure
Job Description & How to Apply Below
The Application Service Delivery Manager is responsible for leading large-scale Application Managed Services (AMS) engagements supporting a diverse portfolio of enterprise applications, data platforms, analytics solutions, mobile applications, and integration platforms. The role focuses on end-to-end service delivery, operational governance, stakeholder management, service performance, continuous improvement, automation, and AI-led transformation initiatives across complex enterprise application environments.
Key Responsibilities- Own end-to-end AMS service delivery, ensuring compliance with SLAs, KPIs, governance processes, and contractual commitments.
- Lead Incident, Problem, Change, Service Request, and Knowledge Management functions across multiple technology towers.
- Manage support and enhancement portfolios, capacity planning, resource allocation, and delivery execution across distributed delivery teams.
- Serve as the primary escalation point for business stakeholders and technology leadership.
- Drive operational reviews, executive governance meetings, and service improvement initiatives.
- Leverage AI, automation, monitoring, and analytics to improve operational efficiency, reduce incidents, and enhance user experience.
- Develop strategies to transition support operations from reactive to proactive service models.
- Collaborate with architecture, development, infrastructure, and business teams to support modernization initiatives and technical debt reduction.
- Maintain operational documentation, runbooks, SOPs, and knowledge repositories.
- Drive continuous improvement initiatives focused on productivity savings, automation, stability, and service quality.
- 15+ years of IT experience.
- 5+ years of experience in AMS, Application Support, or Service Delivery leadership roles.
- Strong background managing large enterprise application portfolios.
- Deep understanding of ITIL processes, including Incident, Problem, Change, Service Request, and Knowledge Management.
- Experience managing distributed delivery teams across onsite, offshore, and nearshore models.
- Strong executive stakeholder management, communication, and governance experience.
- Proven track record driving automation, operational excellence, and service transformation initiatives.
- Experience supporting SLA-driven managed services engagements.
- Working knowledge of Microsoft Dynamics 365.
- Working knowledge of Microsoft Power Platform, including Power Apps, Power Automate, and Dataverse.
- Working knowledge of .NET applications and APIs.
- Working knowledge of data and analytics platforms.
- Working knowledge of enterprise integration ecosystems.
- Experience in utility, construction, engineering, or field services industries.
- Exposure to Azure Data Platform and Power BI.
- Experience with AIOps, observability, and service automation.
- Experience with managed services transformation and modernization initiatives.
- Strong understanding of AI, automation, and analytics-driven service improvement.
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