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Service Delivery Manager - SLA

Coders Brain Technology Private LimitedBangalore

30+ days ago

Job description

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.

Identify and implement service improvement opportunities to enhance performance and

customer satisfaction.

Ensure documentation of support processes, SOPs, and knowledge base articles.

Support transition planning and onboarding for new applications into support.

Required Skills and Qualifications :

Bachelor's degree in Computer Science, Information Technology, or a related field.

6 - 7 years of experience in Service Delivery, Application Support, or IT Operations roles.

Proven experience managing large-scale AMS engagements and application portfolios.

Strong understanding and practical application of ITIL principles (certification preferred).

Hands-on experience with ITSM tools such as ServiceNow, Jira, BMC Remedy, etc.

Strong analytical and problem-solving skills with the ability to manage critical incidents

effectively.

Excellent communication, stakeholder management, and team leadership skills.

Preferred Qualifications :

ITIL Foundation or Intermediate certification.

Experience working with enterprise clients in sectors like BFSI, retail, or healthcare.

Exposure to automation, monitoring, or DevOps tools.

Experience in transition / migration of support services.

ref : hirist.tech)

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Service Delivery Manager • Bangalore