We are looking for a Senior Service Delivery Manager (SDM) to lead the delivery and performance of Level 2 (L2) application support services for key enterprise clients. The Senior SDM will be responsible for service governance, client engagement, SLA compliance, and continuous improvement of service delivery processes. This role requires a seasoned leader with a strong technical background and excellent stakeholder management skills, capable of managing large-scale software support operations across technologies such as Java, .NET, and enterprise platforms.
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Key Responsibilities:
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Strategic Service Management:
- Own and manage end-to-end L2 service delivery for critical software systems.
- Define service models, SLAs, and performance targets in collaboration with clients and internal teams.
- Develop and lead service improvement plans, automation initiatives, and innovation in support delivery.
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Client & Stakeholder Engagement:
- Serve as the primary contact for senior client stakeholders and account teams.
- Conduct service review meetings, present performance metrics, and manage escalations.
- Align delivery with contractual obligations and client expectations.
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Team & Operations Leadership:
- Lead a cross-functional team of L2 engineers, team leads, and coordinators.
- Ensure proper resourcing, shift planning, and workload balancing across teams.
- Mentor junior SDMs and team leads to grow their delivery and management capabilities.
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Reporting & Compliance:
- Oversee accurate and timely reporting on SLA adherence, ticket trends, and root cause analysis.
- Ensure compliance with ITIL practices and the company’s quality standards.
- Support audits, governance activities, and risk management processes.
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Technical Collaboration:
- Collaborate with L3 support, development, DevOps, and infrastructure teams for complex issue resolution.
- Drive post-incident reviews and problem management efforts for permanent fixes.
- Support knowledge management and training efforts across delivery teams.
Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or a related discipline; Master’s degree preferred.
- 8+ years of experience in IT service delivery, including at least 3 years in a senior management or leadership role.
- Strong understanding of L2/L3 application support processes for Java, .NET, and enterprise systems.
- Proven experience managing large client accounts and global delivery teams.
- Familiarity with ITSM tools (ServiceNow, JIRA), reporting platforms, and ticket management systems.
- ITIL certification required; PMP or other leadership credentials are a plus.
Key Skills:
- Excellent stakeholder management and communication skills.
- Analytical and strategic thinking with strong decision-making ability.
- Proficient in handling complex escalations and high-severity incidents.
- Experience in budgeting, forecasting, and resource planning.
- Ability to manage hybrid teams and multi-location delivery setups.
