Role & responsibilities

- Lead and manage L1L4 support for complex, business-critical enterprise applications, APIs, and BI systems.
- Own overall service delivery across multiple applications, ensuring high availability, performance, and reliability.
- Drive SLA/KPI adherence, incident, problem, and change management in alignment with ITIL practices.
- Manage multiple Business application support engagements simultaneously, balancing priorities across business functions.
- Lead and mentor large teams (2030 members), including distributed and cross-functional teams.
- Establish strong governance for service delivery including reporting, compliance, audits, and risk management.
- Collaborate closely with business stakeholders, product owners, and senior leadership to ensure alignment with business outcomes.
- Oversee application performance monitoring and implement proactive measures to prevent incidents.
- Drive automation initiatives across support processes to improve efficiency, reduce manual effort, and enhance service quality.
- Identify and execute cost optimization opportunities across infrastructure, licensing, and support models.
- Lead adoption of GenAI/AI capabilities to improve service desk productivity, incident resolution, knowledge management, and user experience.

Preferred candidate profile

- 15+ years of experience in IT services with strong expertise in service delivery and application management.




- Proven experience managing API-based platforms and enterprise application ecosystems.
- Strong exposure to:
- Application support for business-critical systems
- BI and reporting platforms
- Cloud environments (AWS) and up-to-date data platforms (e.g., Snowflake – working knowledge)
- Application Performance Monitoring and observability tools

- Hands-on familiarity with SQL and Python for troubleshooting, automation, or analysis.
- Experience in investment management or financial services domain.
- Demonstrated ability to manage complex L1–L4 support models across critical applications.
- Strong track record in driving automation, productivity improvements, and operational excellence.
- Experience managing teams of 20–30 members with strong people leadership and delivery ownership.
- Solid understanding of SLA management, compliance, reporting, and governance frameworks.
- Excellent stakeholder management and communication skills.

Preferred Qualifications

- ITIL certification or equivalent service management framework experience.
- Exposure to data warehousing, ETL processes, or analytics platforms.
- Experience with AI/GenAI-driven operations (AIOps, automated ticketing, chat-based support).
- Familiarity with tools used for monitoring, ticketing, and service management (e.g., ServiceNow, Dynatrace, AppDynamics).

📌 Service Delivery Manager (Telangana)
🏢 Flexi Careers India
📍 Telangana