Support Delivery Manager

Job Description – Support Delivery Manager (SDM)

Position Summary

We are looking for an experienced Support Delivery Manager (SDM) to lead the end-to-end delivery of Application Managed Services (AMS) .The ideal candidate will have 15+ years of experience in Application Support and Managed Services, with a strong background in leading global application support teams, driving ITIL-based service operations, ensuring SLA compliance, managing major incidents, and delivering continuous service improvements through automation and AI.

The SDM will act as the single point of accountability for service delivery, ensuring operational excellence, customer satisfaction, and continual service improvement across enterprise applications.

Key Responsibilities

Service Delivery & Governance

• Act as the single point of accountability for end-to-end Application Support service delivery.
• Lead and manage Application Managed Services engagements, ensuring high availability, operational excellence, and customer satisfaction.
• Own overall service delivery performance against agreed SLAs, OLAs, KPIs, and customer expectations.
• Conduct Weekly, Monthly, and Quarterly Service Reviews with customers and internal stakeholders.
• Publish operational dashboards, service reports, matrices, trends, and executive summaries.

Application Support Management

• Lead and manage L1 Support Engineers, L2/L3 Developers, QA Engineers, and Support Engineers supporting enterprise applications.
• Drive incident resolution while ensuring adherence to response and resolution SLAs.
• Manage application support across production, UAT, and non-production environments.
• Coordinate with Development, QA, Infrastructure, Security, and Vendor teams for issue resolution.
• Experience supporting web-based applications or e-Commerce platforms is highly preferred.

Incident, Problem & Escalation Management

• Lead Major Incident (P1/P2) bridges and drive restoration activities.
• Act as the escalation point across L1, L2/L3, QA, Infrastructure, and Vendor teams.
• Drive Incident, Problem, Change, and Release Management aligned with ITIL best practices.
• Identify recurring issues, perform trend analysis, and drive Problem Management to eliminate root causes.
• Conduct Root Cause Analysis (RCA) and Post Incident Reviews (PIR).

Service Transition & Knowledge Management

• Lead end-to-end application transition from outgoing vendors or incumbent teams into steady-state support.
• Own Knowledge Transfer (KT), Shadow/Reverse Shadow, Hypercare, and Operational Readiness activities.
• Maintain and govern:
• SOPs
• Runbooks
• Knowledge Base
• KEDB
• KMDB
• Escalation Matrix
• Support Documentation
• Ensure knowledge reuse and continuous improvement of operational documentation.

SLA, KPI & Operational Excellence

• Establish and govern service metrics including:
• MTTA
• MTTR
• Resolution SLA
• Backlog
• Ticket Aging
• First Contact Resolution (FCR)
• CSAT
• Incident Trends
• Drive continuous improvement initiatives to improve operational efficiency and service quality.
• Ensure adherence to contractual SLAs and governance commitments.

Resource & Workforce Management

• Manage 24×7 support operations, workforce planning, shift rosters, and on-call schedules.
• Be available for critical P1/P2 support during non-working hours and weekends whenever required.
• Ensure adequate support coverage across all shifts.

Stakeholder Management

• Work closely with Customers, Product Owners, Business Teams, Development, QA, Infrastructure, Vendors, and Leadership.
• Lead executive governance meetings and customer service reviews.
• Manage customer escalations and provide proactive communication during major incidents.

AI & Continuous Improvement

• Identify opportunities to leverage Artificial Intelligence, Automation, and AIOps within Application Support.
• Drive innovation to reduce manual effort, improve MTTR, enhance ticket triage, and increase operational efficiency.
• Recommend automation opportunities for recurring operational activities.

Required Skills & Experience

Experience

• 15+ years of experience in Application Support and/or Application Managed Services (AMS).
• Strong enterprise Application Support experience in large global environments.
• Experience managing global delivery teams supporting business-critical applications.
• Experience managing application transitions from outgoing vendors to steady-state operations.
• Experience managing L1, L2/L3 Developers, QA Engineers, and Support Engineers.

Note: Candidates with experience limited to Infrastructure Support, Network Support, Desktop Support, Call Centre, or BPO Operations will not be considered.