Service Delivery Leader - Application Support

About the Role

We are looking for an experienced Service Delivery Leader (SDL) to lead end-to-end Application Support operations for PeopleStrong’s HR Tech platform. The role focuses on driving SLA adherence, managing escalations, improving support processes, and delivering an exceptional customer experience.

Key Responsibilities

Lead and manage L0–L2 AppSupport teams across HR tech modules.

Own service delivery metrics : SLAs, TAT, backlog, ticket hygiene, and workload management.

Drive escalation handling, RCA, problem management, and preventive fixes with Product & Engineering.

Strengthen customer communication and ensure high-quality resolutions.

Maintain SOPs, Knowledge Base, and self-service support content.

Identify recurring issues and work with Product teams to improve platform stability.

Build dashboards and reports for support performance.

Maintain strong customer and stakeholder relationships; represent support in reviews and QBRs.

Lead team development, performance management, and capability building.

Qualifications

Bachelor’s degree required; Master’s preferred.

10–12+ years in Application Support / Service Delivery, with 5+ years in leadership .

Strong command of SLA / TAT management, incident / problem management, and governance.

Experience in SaaS / HR Tech preferred.

Excellent communication, stakeholder management, and crisis-handling skills.

Proven experience managing high-volume support operations.

Strong analytical and data-driven approach.