Service Delivery Manager - SLA

Job Title : Service Delivery Manager Application Management Services (Contract)

Location : JP Nagar, Bangalore, India

Experience Required : 6 to 7 years

Industry : IT Services / Application Support / Managed Services

Job Summary :

We are looking for an experienced and proactive Service Delivery Manager (SDM) with 67 years of experience in Application Management Services (AMS). The ideal candidate will be responsible for ensuring seamless delivery of application support services to enterprise clients, managing SLA adherence, team coordination, stakeholder communication, and driving continuous service improvements.

Key Responsibilities :

• Lead and manage the end-to-end delivery of AMS engagements, ensuring consistent service excellence.
• Act as the single point of contact for client stakeholders, building strong and trusted relationships.
• Monitor and manage service levels (SLAs, OLAs, KPIs) and ensure compliance across delivery streams.
• Oversee incident, change, and problem management processes as per ITIL framework.
• Coordinate with cross-functional teams including L1 / L2 / L3 support, infrastructure, and development teams.
• Drive root cause analysis (RCA) for recurring issues and ensure implementation of corrective actions.
• Conduct periodic service review meetings, track performance, and deliver comprehensive

reporting.

customer satisfaction.

Required Skills and Qualifications :

effectively.

Preferred Qualifications :

ref : hirist.tech)