Service Delivery Manager

We are seeking a motivated and detail-oriented Service Delivery Manager with 3-4 years of experience in managing Application Management Services (AMS). The ideal candidate will be responsible for overseeing the day-to-day delivery of services to clients, ensuring SLA compliance, issue resolution, and continuous service improvement. Responsibilities Manage end-to-end delivery of application support services for assigned client(s). Serve as the primary point of contact between clients and internal technical teams. Monitor service levels and ensure adherence to SLAs and KPIs. Coordinate incident, problem, and change management processes. Track and report on performance metrics, service quality, and customer satisfaction. Identify service improvement opportunities and drive implementation plans. Escalate issues as necessary and drive them to resolution in a timely manner. Conduct regular service review meetings with stakeholders. Ensure documentation of procedures, FAQs, and support protocols. Requirements Bachelor's degree in computer science, Information Technology, or related field. 3-4 years of experience in Application Management / Service Delivery roles. Strong understanding of ITIL processes (certification preferred). Experience managing L1/L2 support teams or coordinating with AMS providers. Familiarity with application monitoring, ticketing tools (e. g., ServiceNow, Jira), and reporting. Strong client communication and stakeholder management skills. Problem-solving mindset and ability to work under pressure in a fast-paced environment. Prior experience in a contract or consulting role. Experience working with global clients or cross-functional teams. ITIL Foundation certification. Understanding of basic DevOps and automation tools is a plus. This job was posted by Suryansh Singh Karchuli from ShepHertz Technologies. Show more Show less