Service Delivery Manager​/Technical Lead

The candidate will be responsible for managing application managed services, ensuring SLA compliance, driving service governance, and coordinating critical incidents and releases.

The individual will act as the primary day-to-day point of contact for the Application Managed Services Manager and ensure seamless service delivery through effective coordination with technical teams and business stakeholders.

• Act as the primary day-to-day contact for the Application Managed Services Manager.
• Monitor and manage SLA performance and service delivery commitments.
• Prepare governance reports, service dashboards, and performance updates.
• Coordinate and manage P1/P2 incidents and critical escalations.
• Lead problem management activities and conduct Root Cause Analysis (RCA).
• Manage release readiness, deployment planning, and change management activities.
• Ensure compliance with ITIL processes and service management standards.
• Track incidents, changes, problems, and service requests.
• Coordinate with technical teams and business stakeholders.
• Identify opportunities for continuous service improvement.

• Strong experience in IT Service Delivery / Technical Service Management.
• Hands-on knowledge of ITIL frameworks and processes.
• Experience with Service Now.
• Working knowledge of Jira and Confluence.
• Strong understanding of SLA, KPI, Incident, Problem, and Change Management.
• Experience in Application Managed Services.
• Excellent stakeholder management, communication, and coordination skills.
• Ability to manage critical incidents and service escalations effectively.