Delivery Manager

Position: Support Delivery Manager
Job Description – Support Delivery Manager (SDM)
Position Summary
We are looking for an experienced  Support Delivery Manager (SDM)  to lead the end-to-end delivery of  Application Managed Services (AMS)  .The ideal candidate will have  15+ years of experience  in Application Support and Managed Services, with a strong background in leading global application support teams, driving ITIL-based service operations, ensuring SLA compliance, managing major incidents, and delivering continuous service improvements through automation and AI.
The SDM will act as the  single point of accountability  for service delivery, ensuring operational excellence, customer satisfaction, and continual service improvement across enterprise applications.

Key Responsibilities
Service Delivery & Governance
Act as the  single point of accountability  for end-to-end Application Support service delivery.
Lead and manage Application Managed Services engagements, ensuring high availability, operational excellence, and customer satisfaction.
Own overall service delivery performance against agreed  SLAs, OLAs, KPIs, and customer expectations .
Conduct Weekly, Monthly, and Quarterly Service Reviews with customers and internal stakeholders.
Publish operational dashboards, service reports, matrices, trends, and executive summaries.
Application Support Management
Lead and manage  L1 Support Engineers, L2/L3 Developers, QA Engineers, and Support Engineers  supporting enterprise applications.
Drive incident resolution while ensuring adherence to response and resolution SLAs.
Manage application support across production, UAT, and non-production environments.
Coordinate with Development, QA, Infrastructure, Security, and Vendor teams for issue resolution.
Experience supporting  web-based applications or e-Commerce platforms  is highly preferred.
Incident, Problem & Escalation Management
Lead  Major Incident (P1/P2) bridges  and drive restoration activities.
Act as the escalation point across L1, L2/L3, QA, Infrastructure, and Vendor teams.
Drive Incident, Problem, Change, and Release Management aligned with  ITIL best practices .
Identify recurring issues, perform trend analysis, and drive Problem Management to eliminate root causes.
Conduct Root Cause Analysis (RCA) and Post Incident Reviews (PIR).
Service Transition & Knowledge Management
Lead end-to-end  application transition  from outgoing vendors or incumbent teams into steady-state support.
Own Knowledge Transfer (KT), Shadow/Reverse Shadow, Hypercare, and Operational Readiness activities.
Maintain and govern:
SOPs
Runbooks
Knowledge Base
KEDB
KMDB
Escalation Matrix
Support Documentation
Ensure knowledge reuse and continuous improvement of operational documentation.
SLA, KPI & Operational Excellence
Establish and govern service metrics including:
MTTA
MTTR
Resolution SLA
Backlog
Ticket Aging
First Contact Resolution (FCR)
CSAT
Incident Trends
Drive continuous improvement initiatives to improve operational efficiency and service quality.
Ensure adherence to contractual SLAs and governance commitments.
Resource & Workforce Management
Manage  24×7 support operations , workforce planning, shift rosters, and on-call schedules.
Be available for  critical P1/P2 support during non-working hours and weekends  whenever required.
Ensure adequate support coverage across all shifts.
Stakeholder Management
Work closely with Customers, Product Owners, Business Teams, Development, QA, Infrastructure, Vendors, and Leadership.
Lead executive governance meetings and customer service reviews.
Manage customer escalations and provide proactive communication during major incidents.
AI & Continuous Improvement
Identify opportunities to leverage  Artificial Intelligence, Automation, and AIOps  within Application Support.
Drive innovation to reduce manual effort, improve MTTR, enhance ticket triage, and increase operational efficiency.
Recommend automation opportunities for recurring operational activities.
Required Skills & Experience
Experience
15+ years  of experience in  Application Support  and/or  Application Managed Services (AMS) .
Strong enterprise Application Support experience in large global environments.
Experience managing global delivery teams supporting business-critical applications.
Experience managing  application transitions  from outgoing vendors to steady-state operations.
Experience managing  L1, L2/L3 Developers, QA Engineers, and Support Engineers .

Note:

Candidates with experience limited to Infrastructure Support, Network Support, Desktop Support, Call Centre, or BPO Operations will not be considered.