Service Delivery Manager – Application Management Services-Bangalore

Job Description

Job Role: S ervice Delivery Manager – Application Management Services Experience: 6-7 Years Location: JP Nagar, Bengaluru (On-site) Contract (6–12 months, extendable) The candidate must have their own laptop Job Summary We are looking for an experienced and proactive Service Delivery Manager (SDM) with 6–7 years of experience in Application Management Services (AMS). The ideal candidate will be responsible for ensuring seamless delivery of application support services to enterprise clients, managing SLA adherence, team coordination, stakeholder communication, and driving continuous service improvements. Key Responsibilities Lead and manage the end-to-end delivery of AMS engagements, ensuring consistent service excellence. Act as the single point of contact for client stakeholders, building strong and trusted relationships. Monitor and manage service levels (SLAs, OLAs, KPIs) and ensure compliance across delivery streams. Oversee incident, change, and problem management processes as per ITIL framework. Coordinate with cross-functional teams including L1/L2/L3 support, infrastructure, and development teams. Drive root cause analysis (RCA) for recurring issues and ensure implementation of corrective actions. Conduct periodic service review meetings, track performance, and deliver comprehensive reporting. Identify and implement service improvement opportunities to enhance performance and customer satisfaction. Ensure documentation of support processes, SOPs, and knowledge base articles. Support transition planning and onboarding for new applications into support. Required Skills And Qualifications Bachelor’s degree in computer science, Information Technology, or a related field. 6 –7 years of experience in Service Delivery, Application Support, or IT Operations roles. Proven experience managing large-scale AMS engagements and application portfolios. Strong understanding and practical application of ITIL principles (certification preferred). Hands-on experience with ITSM tools such as ServiceNow, Jira, BMC Remedy, etc. Strong analytical and problem-solving skills with the ability to manage critical incidents effectively. Excellent communication, stakeholder management, and team leadership skills. Preferred Qualifications ITIL Foundation or Intermediate certification. Experience working with enterprise clients in sectors like BFSI, retail, or healthcare. Exposure to automation, monitoring, or DevOps tools. Experience in transition/migration of support services Skills: communication skills,service delivery,service delivery management,ticketing tools (e.g., servicenow, jira),,application management services,stakeholder management,performance metrics,application management services (ams),itsm tools,change management,itil processes (certification preferred).,slas and kpis,problem-solving,servicenow,jira,problem management,managing application management services (ams),itil processes,sla compliance,itil principles,team leadership,incident management,l1/l2 support management,client communication,analytical skills Show more Show less