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
📌 Support Delivery Manager (Mumbai)
🏢 Xebia
📍 Mumbai