Service Delivery Manager SDM L2 Application Support

Service Delivery Manager SDM L2 Application SupportRole SummaryThe 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 ResponsibilitiesService Delivery ManagementOwn service delivery for L2 Application Support engagementsEnsure compliance with contractual SLAs OLAs and KPIsMonitor incident service request problem and change management processesDrive service quality operational efficiency and customer satisfactionConduct weekly monthly and quarterly service reviews with stakeholders LTM CCR No4554091004 PDF SUPP Serv Management PDFIncident Problem ManagementGovern Major Incident P1P2 resolution and stakeholder communicationsReview recurring incidents and drive root cause analysis RCAEstablish preventive and corrective action plansEnsure timely escalation to technical SMEs vendors and L3 teamsDrive reduction in ticket volumes and MTTR through continual improvement Major Inci8808877479 PDF LTM CCR No4554091004 PDFTeam LeadershipLead L2 support engineers across application and technology domainsManage resource planning utilization shift rosters and on call schedulesConduct performance reviews mentoring and skill developmentDrive knowledge management and cross training initiatives LTM CCR No4554091004 PDFStakeholder Client ManagementAct as the primary point of contact for client leadershipPresent service reports risks escalations and improvement initiativesBuild trusted client relationships and manage expectationsCoordinate with business teams vendors infrastructure teams and development teams Major Inci8808877479 PDF LTM CCR No4554091004 PDFGovernance ReportingPrepare SLA KPI CSAT backlog and operational dashboardsTrack risks issues action items and service improvement plansGovern compliance audit and documentation requirementsManage service reviews QBRs and executive reporting LTM CCR No4554091004 PDF BPOPBPOs Approach PDFContinuous ImprovementDrive automation shift left initiatives and operational excellence programsImprove MTTR FTR ticket reduction and overall support maturityPromote AI Copilot driven support improvements and proactive monitoringMaintain and enhance Knowledge Base and KEDB repositories LTM CCR No4554091004 PDF CTLG Enter Catalogue WordRequired Skills:FunctionalITIL Foundation ITIL 4 knowledgeIncident Problem Change Release and Service Level ManagementSLA and KPI managementClient and vendor managementMajor Incident ManagementTechnicalExperience managing application support engagementsUnderstanding of databases integrations middleware cloud platforms and enterprise applicationsFamiliarity with ServiceNow Jira monitoring tools dashboards and reporting platformsKnowledge of automation and AI enabled operations is preferred LTM CCR No4554091004 PDF CTLG Enter Catalogue WordExperience 10 to15 years in Application Support Managed Services35 years in SDM Delivery Manager or Operations Manager rolesExperience handling global support teams and client facing deliveryProven track record in SLA driven support engagementsKey KPIsSLA ComplianceMTTR Mean Time to ResolutionIncident Backlog ReductionCSAT ScoreFirst Time Resolution FTRRCA ComplianceAutomation Benefits RealizationTeam Utilization ProductivityAudit Compliance Adherence