- Role Summary The Service Delivery Manager is responsible for end-to-end operational governance, service performance, stakeholder engagement, and delivery assurance for Desktop Application Support services. The SDM ensures that service levels, quality metrics, compliance, and customer expectations are consistently met. The role drives continuous improvement, oversees cross-functional coordination, manages escalations, and ensures seamless execution of all service activities across application lifecycle, support, packaging, deployment, and compliance areas.
- Key Responsibilities

A.

Service Delivery

Governance

Own overall service delivery for the Desktop Application Support tower.

Ensure defined SLAs, OLAs, KPIs, and contractual obligations are met consistently.

Conduct weekly/monthly service reviews with stakeholders, presenting dashboards, metrics, and improvement plans.

Oversee operational stability, service continuity, and compliance with service management processes.

B.

Stakeholder

Management

Act as the primary point of contact for client leadership, business units, and internal delivery teams.

Manage expectations, handle escalations, and proactively address service issues before they impact users.

Coordinate with cross-functional teams including Security, Infra, Deployment, and Application teams.

C. Team & Delivery Leadership

Lead and guide the Application Portfolio Manager, Application Managers, Solution Architects, and Packaging Engineers.

Provide direction, remove blockers, and ensure the team executes assigned tasks effectively and on schedule.

Ensure the team follows defined processes,



documentation standards, and compliance guidelines.

D. Incident, Problem, and Change Management

Oversee all critical incidents related to desktop applications.

Ensure root cause analysis (RCA) is conducted and corrective actions are implemented.

Manage change approvals, patch windows, release cycles, and deployment governance.

Ensure problems are tracked to closure with long-term remediations.

E. Planning & Capacity Management

Forecast and plan resources based on application volumes, workloads, and project demand.

Manage team allocation, rotations, skill alignment, and capability development.

Support onboarding/offboarding of new applications and technologies.

F. Compliance & Security Alignment

Ensure adherence to organizational security policies, vulnerability management requirements, and audit expectations.

Work with Security and Compliance teams to track risks, remediate vulnerabilities, and maintain a compliant application portfolio.

Ensure correct handling of software licenses, compliance documentation, and governance artifacts.

G. Financials & Contractual Management

Monitor service financials, productivity, resource utilization, and contract adherence.





Identify cost optimization opportunities and operational efficiency improvements.

Participate in forecasting, billing support, and consumption tracking.

H.

Continuous

Improvement & Transformation

Drive service optimization initiatives, automation opportunities, and process improvements.

Introduce tools, dashboards, and practices to enhance service quality and operational efficiency.

Lead maturity uplift across packaging, deployment, incident handling, and lifecycle governance areas. 3.

Skills & Experience Required

Technical & Domain Skills

Robust understanding of End User Computing (EUC), desktop applications, packaging workflows, and deployment technologies (Intune, SCCM).

Familiarity with ITSM processes (Incident, Change, Problem, Service Request).

Knowledge of compliance frameworks, vulnerability management, and patching governance.

Ability to analyze service metrics, operational trends, and automation opportunities.

Management & Leadership Skills

Excellent stakeholder management and communication skills.

Proven experience in managing multi-functional delivery teams.

Strong presentation skills for reviews with senior management and business stakeholders.

Ability to manage escalations, negotiate priorities, and influence decision-making.

- Qualifications

Bachelor’s degree in IT, Computer Science, Engineering, or related field.

10+ years of IT Service Delivery or End User Computing experience.

5+ years in a Service Delivery Manager or equivalent leadership role.

ITIL certification mandatory.

📌 Sr SAP Project Manager (Bengaluru)
🏢 Resmera Solutions Private
📍 Bengaluru