Service Delivery Manager | IT Application Support

Job Title: Service Delivery Manager IT Application Support Role Summary: The Service Delivery Manager is responsible for ensuring the seamless delivery of support services for IT applications, meeting agreed-upon service levels, and maintaining high customer satisfaction. The role requires managing a team of support professionals, coordinating with internal and external stakeholders, and ensuring the availability, reliability, and performance of IT applications.

Key Responsibilities:

Service Delivery Management • Oversee day-to-day operations of the IT application support group, ensuring timely and effective issue resolution. • Define and monitor service level agreements (SLAs) and key performance indicators (KPIs). • Ensure that support services are delivered according to agreed timelines and quality standards. • Act as the escalation point for critical incidents, ensuring effective communication and resolution. • Coordinate root cause analysis (RCA) for recurring or high-impact incidents and ensure permanent fixes.

Team Leadership • Lead and mentor the support team, fostering a culture of excellence and accountability. • Allocate resources effectively based on priorities and workload. • Conduct regular performance reviews, identify training needs, and facilitate skill development for team members.

Stakeholder Engagement • Act as the primary point of contact between the IT support group and business users. • Build strong relationships with key stakeholders, ensuring their requirements and expectations are understood and met. • Provide regular updates to stakeholders on incident resolution, system performance, and service improvements.

Process Improvement • Continuously review and enhance support processes to improve efficiency and effectiveness. • Implement best practices in IT service management (ITSM) aligned with frameworks such as ITIL. • Drive automation and self-service initiatives to reduce manual intervention and improve response times.

Incident, Change, and Problem Management • Ensure incidents are logged, tracked, and resolved according to priority and impact. • Oversee change management processes to minimize disruptions to the production environment. • Collaborate with development and infrastructure teams to address recurring issues and ensure system stability.

Compliance and Reporting • Ensure compliance with organizational policies, security guidelines, and regulatory requirements. • Generate and analyze reports on SLA compliance, ticket trends, and team performance for management review. • Lead audit activities related to the IT application support function.