Job Description Job Summary
n The 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.
n This 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.
n Principal Responsibilities
n Service Delivery & Operations Management
n n 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 transition from project delivery into steady-state support (handover readiness, support model, documentation, monitoring).
n n Service Reporting, Metrics, Knowledge, & Governance Packs
n n 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 service reports, dashboards, exec summaries, and governance decks; provide clear narrative on 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.
n n Application Support & Platform Management
n n 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 setting readiness.
n n Continuous Improvement, Automation & Stakeholder Management
n n 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.
n n Team Leadership & People Management
n n Lead a multi-role operations 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-performing culture focused on ownership, responsiveness, customer outcomes, quality,



and continuous improvement.
n Support hiring, onboarding, resource planning, succession planning, and skill development across the team.
n n Minimum Qualifications
n n Degree - Bachelors / Masters
n Working Experience
n n n 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 ITIL processes, 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.
n n Behavioral/Technical Skills; Competencies
n Must-Have Skills
n n 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 and Continuous Improvement
n Team Leadership and Resource Management
n n Key Competencies
n n Solid service ownership and accountability
n Excellent client-facing communication
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 and governance discipline
n Continuous improvement mindset
n Strong prioritization and escalation management
n Ability to balance technical depth with business impact
n n Good-to-Have Skills
n n 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 (Bengaluru)
🏢 ReSource Pro
📍 Bengaluru