Service Delivery Manager- Application Support (BFSI) - Mumbai

Role Service Delivery Manager (Handling Application Support engagements for Domestic BFSI customer).

Location – Navi Mumbai

Job Descriptions

1. Service Management:

- Oversee the delivery of IT support services for banking applications, ensuring high availability and responsiveness.

- Manage incident, and change management processes to resolve issues efficiently.

2. Team Leadership:

- Lead and mentor a team of support analysts and technicians, fostering a culture of collaboration and continuous improvement.

- Conduct performance evaluations and provide training to enhance team skills.

3. Customer & Stakeholder Management:

- Act as the primary point of contact for business stakeholders, understanding their needs and ensuring alignment with IT support services.

- Collaborate with internal departments and external vendors to address complex issues and service requests.

4. Process Improvement:

- Identify areas for process optimization within the support function and implement best practices to enhance service delivery.

- Develop and maintain documentation for support processes, knowledge bases, and user guides

5. Compliance and Risk Management:

- Ensure adherence to regulatory requirements and internal policies related to banking and insurance operations.

6. Reporting and Analysis:

- Monitor support metrics and service levels, providing regular reports to management and identifying trends for improvement.

- Analyze incident and support data to develop strategies for reducing recurring issues.

7. Crisis Management:

- Manage critical incidents and service outages, coordinating resources to ensure timely resolution and communication with stakeholders.

Experience:

- 12-18+ years of experience in IT Application support management, preferably in the banking or insurance sectors.

- Strong knowledge of banking and insurance applications and technologies.

Skills:

- Excellent problem-solving and analytical skills.

- Strong leadership and team management abilities.

- Effective communication and interpersonal skills.

- Familiarity with IT service management frameworks (e.g., ITIL).