Job Description – Support Delivery Manager (SDM)
Position Summary
We are looking for an experienced Support Delivery Manager (SDM) to lead the end-to-end delivery of Application Managed Services (AMS) .The ideal candidate will have 15+ years of experience in Application Support and Managed Services, with a robust background in leading global application support teams, driving ITIL-based service operations, ensuring SLA compliance, managing major incidents, and delivering continuous service improvements through automation and AI.
The SDM will act as the single point of accountability for service delivery, ensuring operational excellence, customer satisfaction, and continual service improvement across enterprise applications.
Key Responsibilities
Service Delivery & Governance
Act as the single point of accountability for end-to-end Application Support service delivery.
Lead and manage Application Managed Services engagements, ensuring high availability, operational excellence, and customer satisfaction.
Own overall service delivery performance against agreed SLAs, OLAs, KPIs,
and customer expectations.
Conduct Weekly, Monthly, and Quarterly Service Reviews with customers and internal stakeholders.
Publish operational dashboards, service reports, matrices, trends, and executive summaries.
Application Support Management
Lead and manage L1 Support Engineers, L2/L3 Developers, QA Engineers, and Support Engineers supporting enterprise applications.
Drive incident resolution while ensuring adherence to response and resolution SLAs.
Manage application support across production, UAT, and non-production environments.
Coordinate with Development, QA, Infrastructure, Security, and Vendor teams for issue resolution.
Experience supporting web-based applications or e-Commerce platforms is highly preferred.
Incident, Problem & Escalation Management
Lead Major Incident (P1/P2) bridges and drive restoration activities.
Act as the escalation point across L1, L2/L3, QA, Infrastructure,
📌 Support Delivery Manager (India)
🏢 Xebia
📍 India