Company Name: VARITE India Private Limited

About The Client:

Client is a pioneering Software Engineering and IT consultancy company, transforming and executing at the intersection of Domain and Technology to create digital leaders for our people, clients, partners, and communities.

About The Job:

- We are looking for an experienced Support Delivery Manager (SDM) to lead the end-to-end delivery of Application Managed Services (AMS).
- Solid experience in Application Support, Managed Services, ITIL-based service operations, SLA management, Major Incident Management and service delivery governance.
- Experience 15+ Years
- Shift 2:30 PM – 11:30 PM IST
- 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 strong 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.

Essential Job Functions:

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 and Vendor teams.
- Drive Incident, Problem, Change and Release Management aligned with ITIL best practices.
- Identify recurring issues, perform trend analysis and drive Problem Management to eliminate root causes.
- Conduct Root Cause Analysis (RCA) and Post Incident Reviews (PIR).

Service Transition & Knowledge Management
- Lead end-to-end application transition from outgoing vendors or incumbent teams into steady-state support.
- Own Knowledge Transfer (KT), Shadow/Reverse Shadow, Hypercare and Operational Readiness activities.
- Maintain and govern SOPs, Runbooks, Knowledge Base, KEDB, KMDB, Escalation Matrix and Support Documentation.
- Ensure knowledge reuse and continuous improvement of operational documentation.

SLA, KPI & Operational Excellence
- Experience establishing and governing service metrics including:
- MTTA
- MTTR
- Resolution SLA
- Backlog
- Ticket Aging
- First Contact Resolution (FCR)
- CSAT
- Incident Trends
- Drive continuous improvement initiatives to improve operational efficiency and service quality while ensuring adherence to contractual SLAs and governance commitments.

Resource & Workforce Management
- Manage 24×7 support operations, workforce planning, shift rosters and on-call schedules.
- Be available for critical P1/P2 support during non-working hours and weekends whenever required.
- Ensure adequate support coverage across all shifts.

Stakeholder Management
- Work closely with Customers, Product Owners, Business Teams, Development, QA, Infrastructure, Vendors and Leadership.
- Lead executive governance meetings and customer service reviews.
- Manage customer escalations and provide proactive communication during major incidents.

AI & Continuous Improvement
- Identify opportunities to leverage Artificial Intelligence, Automation and AIOps within Application Support.




- Drive innovation to reduce manual effort, improve MTTR, enhance ticket triage and increase operational efficiency.
- Recommend automation opportunities for recurring operational activities.

Qualifications:

Required Skills & Experience

- 15+ years of experience in Application Support and/or Application Managed Services (AMS).
- Strong enterprise Application Support experience in large global environments.
- Experience managing global delivery teams supporting business-critical applications.
- Experience managing application transitions from outgoing vendors to steady-state operations.
- Experience managing L1, L2/L3 Developers, QA Engineers and Support Engineers.
- Strong experience in Application Support, Managed Services, ITIL-based service operations, SLA management, Major Incident Management and service delivery governance.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

Unlock Rewards:

Refer Candidates and Earn.

If you're not available or interested in this prospect, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

0-2 years INR 5,000

2-6 years INR 7,500

6+ years INR 10,000

About VARITE:

VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

📌 Support Delivery Manager (SDM) (India)
🏢 VARITE
📍 India