Service Delivery Manager (SDM) – Application Development & Support

Role Overview:

We are seeking an experienced Service Delivery Manager (SDM) to lead and manage application development and support services. The SDM will oversee end-to-end service delivery, ensuring that project objectives, SLAs, and KPIs are met. The ideal candidate will work closely with clients, development teams, and support teams to ensure seamless service delivery, high-quality deliverables, and exceptional client satisfaction.

Key Responsibilities:

Service Delivery Management:

• Manage the delivery of application development and support services, ensuring alignment with project timelines and quality standards.
• Monitor service performance against SLAs and KPIs, implementing improvements as needed.

Team Leadership:

• Lead, mentor, and coordinate with development and support teams to achieve project goals.
• Promote a collaborative and high-performance culture within the team.

Client Engagement:

• Act as the primary point of contact for clients, addressing concerns and providing regular status updates.
• Collaborate with stakeholders to understand requirements, priorities, and expectations.

Process Optimization:

• Implement and maintain best practices in service delivery, including ITIL and Agile methodologies.
• Establish structured processes for incident management, change management, and problem resolution.

Risk and Issue Management:

• Identify potential risks and issues, and develop mitigation plans.
• Proactively resolve escalations and minimize impact on service delivery.

Resource Management:

• Allocate and optimize resources for development and support activities.
• Ensure adequate staffing levels, training, and skill development for team members.

Reporting and Metrics:

• Provide detailed reports on service performance, project status, and resource utilization.
• Use data-driven insights to propose and implement improvements.

Required Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.

Experience:

• 5+ years of experience in IT service delivery, with at least 3 years in application development and support projects.
• Proven track record in managing cross-functional teams and client relationships.

Skills:

• Strong knowledge of ITIL, Agile, and DevOps practices.
• Excellent communication, negotiation, and leadership skills.
• Experience with project management tools (e.g., Jira, ServiceNow) and software development lifecycle (SDLC).
• Problem-solving and decision-making capabilities.