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

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 transitionfrom project delivery into steady-state support (handover readiness, support model, documentation, monitoring).
N

nService 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 servicereports, dashboards, exec summaries, and governance decks;

provide explicit 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.
N

nApplication 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 environment readiness.
N

nContinuous 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

nTeam Leadership & People Management

N

n
- 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.
N

nMinimum Qualifications

N

n
- Degree - Bachelors / Masters
N
- Working Experience
n

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.
N

nBehavioral/Technical Skills;

Competencies

nMust-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 andContinuous Improvement
N
- Team Leadership and Resource Management
N

nKey Competencies

N

n
- 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
N

nGood-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 (Karnataka)
🏢 ReSource Pro
📍 Karnataka