Service Delivery Leader - Application SupportPeopleStrong • Pune, IN
Service Delivery Leader - Application Support
PeopleStrong • Pune, IN
21 hours ago
Job descriptionBachelor’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.
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
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Application Support • Pune, IN
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