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 solid blend of technical operations leadership, service management discipline, people management, client communication, and continuous improvement mindset.
NPrincipal Responsibilities
NService Delivery & Operations Management
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- 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
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- 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 clear narrativeon drivers, ris

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