Job SummaryThe 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.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.Principal ResponsibilitiesService Delivery & Operations ManagementOwn end-to-end daily delivery for application support, platform management, technical operations, and managed services.Ensure performance to contractual commitments: SLAs/OLAs/KPIs, including service availability, responsiveness, and quality.Manage operational execution: ticket queues, backlog, triage, escalations, incidents, service requests, and production support routines.Lead operational governance cadence (daily/weekly/monthly) with internal teams and client stakeholders; track actions to closure.Ensure clean transition from project delivery into steady-state support (handover readiness, support model, documentation, monitoring).Service Reporting, Metrics, Knowledge, & Governance PacksDefine 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.Produce monthly service reports, dashboards, exec summaries, and governance decks; provide clear narrative on drivers, risks, and mitigations.Analyze trends/recurring issues to identify root themes, automation candidates, and service improvement opportunities.Ensure operational artifacts are current and accurate: SOPs, runbooks, knowledge articles, RCA reports, and standard operating procedures.Application Support & Platform ManagementLead L1/L2 support across business applications, insurance platforms, data platforms, integrations, APIs, and cloud-hosted services.Oversee monitoring, troubleshooting, root cause analysis, environment management, release support, and recurring operational activities.Ensure availability,



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



and capability development aligned to service needs.Build a high-performing culture focused on ownership, responsiveness, customer outcomes, quality, and continuous improvement.Support hiring, onboarding, resource planning, succession planning, and skill development across the team.Minimum QualificationsDegree - Bachelors / MastersWorking Experience12-18 years of overall IT experience.Minimum 6-8 years in service delivery management, application support, technical operations, or managed services leadership.Experience managing L1/L2 application support teams in a client-facing delivery workplace.Strong exposure to ITIL processes, production support governance, incident/problem/change management, and SLA-based delivery.Experience managing enterprise applications, web applications, APIs, integrations, data platforms, or cloud-hosted platforms.Prior experience in insurance, financial services, and enterprise SaaS platforms will be preferred.Experience managing offshore/nearshore delivery teams and global stakeholders is highly desirable.Behavioral/Technical Skills; CompetenciesMust-Have SkillsApplication Support / Production Support ManagementPlatform Operations / Technical OperationsITIL / ITSM Process ManagementIncident, Problem, Change & Release ManagementSLA / KPI / OLA GovernanceClient Stakeholder ManagementL2 / L3 Support LeadershipService Reporting & Operational DashboardsRoot Cause Analysis and Continuous ImprovementTeam Leadership and Resource ManagementKey CompetenciesStrong service ownership and accountabilityExcellent client-facing communicationAbility to manage ambiguity and high-pressure production situationsStrong analytical and problem-solving skillsPeople leadership and coaching capabilityExecutive reporting and governance disciplineContinuous improvement mindsetStrong prioritization and escalation managementAbility to balance technical depth with business impactGood-to-Have SkillsInsurance domain platforms such as Insurity, Duck Creek, Guidewire, INSTANDA, AMS360, Sagitta, Epic, or similar platformsCloud exposure: Azure / AWSDevOps tools: Azure DevOps, GitHub, Jenkins, CI/CD pipelinesMonitoring tools: AppDynamics, Dynatrace, Splunk, Datadog, CloudWatch, Azure MonitorITSM tools: ServiceNow, Jira Service Management, Freshservice, BMC RemedyDatabase exposure: SQL Server, Oracle, PostgreSQL, SnowflakeIntegration/API understanding: REST APIs, middleware, ETL/data pipelinesAutomation exposure using PowerShell, Python, RPA, or AI-enabled support tools

📌 Senior Manager, Managed Services Delivery, India (Vasanth Nagar)
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📍 Vasanth Nagar