Job Description

Service Delivery Manager (SDM) L2 Application Support

Role Summary

The Service Delivery Manager (SDM) is responsible for managing end-to-end service delivery for Application Support and Maintenance (AMS) engagements. The role ensures adherence to SLAs/KPIs, drives operational excellence, manages client relationships, oversees incident/problem/change management processes, and leads L2 support teams to deliver high-quality support services.

Key Responsibilities

Service Delivery Management

• Own service delivery for L2 Application Support engagements.
• Ensure compliance with contractual SLAs, OLAs, and KPIs.
• Monitor incident, service request, problem, and change management processes.
• Drive service quality, operational efficiency, and customer satisfaction.
• Conduct weekly, monthly, and quarterly service reviews with stakeholders.

Incident & Problem Management

• Govern Major Incident (P1/P2) resolution and stakeholder communications.
• Review recurring incidents and drive root cause analysis (RCA).
• Establish preventive and corrective action plans.
• Ensure timely escalation to technical SMEs, vendors, and L3 teams.
• Drive reduction in ticket volumes and MTTR through continual improvement.

Team Leadership

• Lead L2 support engineers across application and technology domains.
• Manage resource planning, utilization, shift rosters, and on-call schedules.
• Conduct performance reviews, mentoring, and skill development.
• Drive knowledge management and cross-training initiatives.

Stakeholder & Client Management

• Act as the primary point of contact for client leadership.
• Present service reports, risks, escalations, and improvement initiatives.
• Build trusted client relationships and manage expectations.
• Coordinate with business teams, vendors, infrastructure teams, and development teams.

Governance & Reporting

• Prepare SLA, KPI, CSAT, backlog, and operational dashboards.
• Track risks, issues, action items, and service improvement plans.
• Govern compliance, audit, and documentation requirements.
• Manage service reviews, QBRs, and executive reporting.

Continuous Improvement

• Drive automation, shift-left initiatives, and operational excellence programs.
• Improve MTTR, FTR, ticket reduction, and overall support maturity.
• Promote AI/Copilot-driven support improvements and proactive monitoring.
• Maintain and enhance Knowledge Base and KEDB repositories.

Required Skills

Functional

• ITIL Foundation / ITIL 4 knowledge.
• Incident, Problem, Change, Release, and Service Level Management.
• SLA and KPI management.
• Client and vendor management.
• Major Incident Management.

Technical

• Experience managing application support engagements.
• Understanding of databases, integrations, middleware, cloud platforms, and enterprise applications.
• Familiarity with ServiceNow, Jira, monitoring tools, dashboards, and reporting platforms.
• Knowledge of automation and AI-enabled operations is preferred.

Experience

• 10 15+ years in Application Support / Managed Services.
• 3 5+ years in SDM, Delivery Manager, or Operations Manager roles.
• Experience handling global support teams and client-facing delivery.
• Proven track record in SLA-driven support engagements.

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