Job DescriptionJob Summary NThe Senior Service Delivery Manager will be responsible for leading end-to-end service delivery for application support, platform management, production operations, and technical support services across enterprise applications and insurance technology platforms. NThis role will own operational stability, SLA performance, incident/problem/change management, platform governance, client stakeholder management, team leadership, and continuous service improvement. The ideal candidate should have strong experience managing L1/L2 support teams, managed services operations, cloud/platform environments, ITSM processes, and client-facing delivery governance. The role requires a strong blend of technical operations leadership, service management discipline, people management, client communication, and continuous improvement mindset. NPrincipal Responsibilities NService Delivery & Operations Management Nn Own end-to-end daily delivery for application support, platform management, technical operations, and managed services. N Ensure performance to contractual commitments: SLAs/OLAs/KPIs, including service availability, responsiveness, and quality. N Manage operational execution: ticket queues, backlog, triage, escalations, incidents, service requests, and production support routines. N Lead operational governance cadence (daily/weekly/monthly) with internal teams and client stakeholders; track actions to closure. N Ensure clean transitionfrom project delivery into steady-state support (handover readiness, support model, documentation, monitoring). NnService Reporting,Metrics, Knowledge, & Governance Packs Nn Define and track operational KPIs such as SLA compliance, incident aging, MTTR, ticket trends, backlog reduction, first-time-right, reopen rate, change success rate, uptime, and CSAT. N Produce monthly servicereports, dashboards, exec summaries, and governance decks; provide transparent narrativeon drivers, risks, and mitigations. N Analyze trends/recurring issues to identify root themes, automation candidates, and service improvement opportunities. N Ensure operational artifacts are current and accurate: SOPs, runbooks, knowledge articles, RCA reports, and standard operating procedures. NnApplication Support & Platform Management Nn Lead L1/L2 support across business applications, insurance platforms, data platforms, integrations, APIs, and cloud-hosted services. N Oversee monitoring, troubleshooting, root cause analysis, environment management, release support, and recurring operational activities. N Ensure availability, performance,



stability, and operational resilience; partner with engineering/product/infra/DevOps/QA/security for complex issues. N Own major incident management: escalation handling, stakeholder communications, service restoration, and post-incident follow-through. N Drive ITIL adherence across incident, problem, change, release, configuration, and knowledge management; participate in CAB and enforce change controls. N Maintain operational readiness for releases/production changes (readiness checks, deployment support, rollback planning, coordination). N Coordinate platform upgrades, patching, access management, configuration support, and environment readiness. NnContinuous Improvement, Automation & Stakeholder Management Nn Drive automation for repetitive support work (monitoring, alerting, reporting, workflows) to reduce manual effort, ticket volume, and MTTR. N Promote proactive operations: preventive maintenance, problem elimination, self-healing, and improved observability/alert quality. N Implement best practices for service industrialization, shift-left support, and knowledge reuse across tiers. N Ensure compliance with internal policies, client requirements, audit controls, and security standards; maintain audit readiness. N Manage operational risk: access reviews, vulnerability remediation coordination, privacy/regulatory alignment, DR/BCP and resilience procedures. N Serve as primary delivery interface to client/business stakeholders; provide transparent updates on SLA performance, risks, issues, escalations, and improvement plans. N Manage expectations during incidents/disruptions/releases and support QBRs and executive governance discussions. NnTeam Leadership & People Management Nn Lead a multi-roleoperations organization (service managers, technical leads, support engineers, platform analysts, operations specialists). N Define operating model: org structure, role clarity, RACI/accountability, shift/coverage model, on-call, and escalation matrix. N Drive performance management, coaching/mentoring, training plans, utilization, and capability development aligned to service needs. N Build a high-performingculture focused on ownership, responsiveness,



customer outcomes, quality, and continuous improvement. N Support hiring, onboarding, resource planning, succession planning, and skill development across the team. NnMinimum Qualifications Nn Degree - Bachelors / Masters N Working Experiencen Nn 12-18 years of overall IT experience. N Minimum 6-8 years in service delivery management, application support, technical operations, or managed services leadership. N Experience managing L1/L2 application support teams in a client-facing delivery environment. N Strong exposure to ITILprocesses, production support governance, incident/problem/change management, and SLA-based delivery. N Experience managing enterprise applications, web applications, APIs, integrations, data platforms, or cloud-hosted platforms. N Prior experience in insurance, financial services, and enterprise SaaS platforms will be preferred. N Experience managing offshore/nearshore delivery teams and global stakeholders is highly desirable. NnBehavioral/Technical Skills; CompetenciesnMust-Have Skills Nn Application Support / Production Support Management N Platform Operations / Technical Operations N ITIL / ITSM Process Management N Incident, Problem, Change & Release Management N SLA / KPI / OLA Governance N Client Stakeholder Management N L2 / L3 Support Leadership N Service Reporting & Operational Dashboards N Root Cause Analysis andContinuous Improvement N Team Leadership and Resource Management NnKey Competencies Nn Strong service ownership and accountability N Excellent client-facingcommunication N Ability to manage ambiguity and high-pressure production situations N Strong analytical and problem-solving skills N People leadership and coaching capability N Executive reporting andgovernance discipline N Continuous improvement mindset N Strong prioritization and escalation management N Ability to balance technical depth with business impact NnGood-to-Have Skills Nn Insurance domain platforms such as Insurity, Duck Creek, Guidewire, INSTANDA, AMS360, Sagitta, Epic, or similar platforms N Cloud exposure: Azure / AWS N DevOps tools: Azure DevOps, GitHub, Jenkins, CI/CD pipelines N Monitoring tools: AppDynamics, Dynatrace, Splunk, Datadog, CloudWatch, Azure Monitor N ITSM tools: ServiceNow, Jira Service Management, Freshservice, BMC Remedy N Database exposure: SQL Server, Oracle, PostgreSQL, Snowflake N Integration/API understanding: REST APIs, middleware, ETL/data pipelines N Automation exposure using PowerShell, Python, RPA, or AI-enabled support tools N

📌 Senior Manager, Managed Services Delivery, India (Karnataka)
🏢 ReSource Pro
📍 Karnataka