Job Summary

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.

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 solid 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 Responsibilities

Service Delivery & Operations Management
- Own 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 Packs
- 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.
- Produce monthly service reports, dashboards, exec summaries, and governance decks; provide clear narrative on drivers, risks, and mitigations.
- Analyze trends/recurring issues to

📌 Senior Manager, Managed Services Delivery, India (Bengaluru)
🏢 ReSource Pro
📍 Bengaluru