Job descriptionJob Summary The Senior Service Delivery Manager will be responsible for leading end-to-end service delivery for application support, platform management, production operations, and technical support services across enterprise applications and insurance technology platforms. This role will own operational stability, SLA performance, incident/problem/change management, platform governance, client stakeholder management, team leadership, and continuous service improvement. The ideal candidate should have strong experience managing L1/L2 support teams, managed services operations, cloud/platform environments, ITSM processes, and client-facing delivery governance. The role requires a strong blend of technical operations leadership, service management discipline, people management, client communication, and continuous improvement mindset. Principal Responsibilities Service Delivery & Operations Management - Own end-to-end daily delivery for application support, platform management, technical operations, and managed services. - Ensure performance to contractual commitments: SLAs/OLAs/KPIs, including service availability, responsiveness, and quality. - Manage operational execution: ticket queues, backlog, triage, escalations, incidents, service requests, and production support routines. - Lead operational governance cadence (daily/weekly/monthly) with internal teams and client stakeholders; track actions to closure. - Ensure clean transition from project delivery into steady-state support (handover readiness, support model, documentation, monitoring). Service Reporting, Metrics, Knowledge, & Governance Packs - Define and track operational KPIs such as SLA compliance, incident aging, MTTR, ticket trends, backlog reduction, first-time-right, reopen rate, change success rate, uptime, and CSAT. - Produce monthly service reports, dashboards, exec summaries, and governance decks; provide clear narrative on drivers, risks, and mitigations. - Analyze trends/recurring issues to identify root themes, automation candidates, and service improvement opportunities. - Ensure operational artifacts are current and accurate: SOPs, runbooks, knowledge articles, RCA reports, and standard operating procedures. Application Support & Platform Management - Lead L1/L2 support across business applications, insurance platforms, data platforms, integrations, APIs, and cloud-hosted services. - Oversee monitoring, troubleshooting, root cause analysis, environment management, release support, and recurring operational activities. - Ensure availability, performance, stability, and operational resilience; partner with engineering/product/infra/DevOps/QA/security for complex issues. - Own major incident management: escalation handling, stakeholder communications, service restoration, and post-incident follow-through. - Drive ITIL adherence across incident, problem, change, release, configuration, and knowledge management; participate in CAB and enforce change controls. - Maintain operational readiness for releases/production changes (readiness checks, deployment support, rollback planning, coordination). - Coordinate platform upgrades, patching, access management, configuration support, and environment readiness. Continuous Improvement, Automation & Stakeholder Management - Drive automation for repetitive support work (monitoring, alerting, reporting, workflows) to reduce manual effort, ticket volume, and MTTR. - Promote proactive operations: preventive maintenance, problem elimination, self-healing, and improved observability/alert quality. - Implement best practices for service industrialization, shift-left support, and knowledge reuse across tiers. - Ensure compliance with internal policies, client requirements, audit controls, and security standards; maintain audit readiness. - Manage operational risk: access reviews, vulnerability remediation coordination, privacy/regulatory alignment, DR/BCP and resilience procedures. - Serve as primary delivery interface to client/business stakeholders; provide transparent updates on SLA performance, risks, issues, escalations, and improvement plans. - Manage expectations during incidents/disruptions/releases and support QBRs and executive governance discussions. Team Leadership & People Management - Lead a multi-role operations organization (service managers, technical leads, support engineers, platform analysts, operations specialists). - Define operating model: org structure, role clarity, RACI/accountability, shift/coverage model, on-call, and escalation matrix. - Drive performance management, coaching/mentoring, training plans, utilization, and capability development aligned to service needs. - Build a high-performing culture focused on ownership, responsiveness, customer outcomes, quality, and continuous improvement. - Support hiring, onboarding, resource planning, succession planning, and skill development across the team. Minimum Qualifications - Degree - Bachelors / Masters - Working Experience - 12-18 years of overall IT experience. - Minimum 6-8 years in service delivery management, application support, technical operations, or managed services leadership. - Experience managing L1/L2 application support teams in a client-facing delivery environment. - Strong exposure to ITIL processes, production support governance, incident/problem/change management, and SLA-based delivery. - Experience managing enterprise applications, web applications, APIs, integrations, data platforms, or cloud-hosted platforms. - Prior experience in insurance, financial services, and enterprise SaaS platforms will be preferred. - Experience managing offshore/nearshore delivery teams and global stakeholders is highly desirable. Behavioral/Technical Skills; Competencies Must-Have Skills - Application Support / Production Support Management - Platform Operations / Technical Operations - ITIL / ITSM Process Management - Incident, Problem, Change & Release Management - SLA / KPI / OLA Governance - Client Stakeholder Management - L2 / L3 Support Leadership - Service Reporting & Operational Dashboards - Root Cause Analysis and Continuous Improvement - Team Leadership and Resource Management Key Competencies - Strong service ownership and accountability - Excellent client-facing communication - Ability to manage ambiguity and high-pressure production situations - Strong analytical and problem-solving skills - People leadership and coaching capability - Executive reporting and governance discipline - Continuous improvement mindset - Strong prioritization and escalation management - Ability to balance technical depth with business impact Good-to-Have Skills - Insurance domain platforms such as Insurity, Duck Creek, Guidewire, INSTANDA, AMS360, Sagitta, Epic, or similar platforms - Cloud exposure: Azure / AWS - DevOps tools: Azure DevOps, GitHub, Jenkins, CI/CD pipelines - Monitoring tools: AppDynamics, Dynatrace, Splunk, Datadog, CloudWatch, Azure Monitor - ITSM tools: ServiceNow, Jira Service Management, Freshservice, BMC Remedy - Database exposure: SQL Server, Oracle, PostgreSQL, Snowflake - Integration/API understanding: REST APIs, middleware, ETL/data pipelines - Automation exposure using PowerShell, Python, RPA, or AI-enabled support tools
