Job Description

Job Description – Support Delivery Manager (SDM)

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Position Summary

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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.

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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.

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Key Responsibilities

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Service Delivery & Governance

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- Act as the single point of accountability for end-to-end Application Support service delivery.
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- Lead and manage Application Managed Services engagements, ensuring high availability, operational excellence, and customer satisfaction.
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- Own overall service delivery performance against agreed SLAs, OLAs, KPIs, and customer expectations .
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- Conduct Weekly, Monthly, and Quarterly Service Reviews with customers and internal stakeholders.
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- Publish operational dashboards, service reports, matrices, trends, and executive summaries.
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Application Support Management

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- Lead and manage L1 Support Engineers, L2/L3 Developers, QA Engineers, and Support Engineers supporting enterprise applications.
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- Drive incident resolution while ensuring adherence to response and resolution SLAs.
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- Manage application support across production, UAT, and non-production environments.
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- Coordinate with Development, QA, Infrastructure, Security, and Vendor teams for issue resolution.
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- Experience supporting web-based applications or e-Commerce platforms is highly preferred.
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Incident, Problem & Escalation Management

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- Lead Major Incident (P1/P2) bridges and drive restoration activities.
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- Act as the escalation point across L1, L2/L3, QA, Infrastructure, and Vendor teams.
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- Drive Incident, Problem, Change, and Release Management aligned with ITIL best practices .
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- Identify recurring issues, perform trend analysis, and drive Problem Management to eliminate root causes.
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- Conduct Root Cause Analysis (RCA) and Post Incident Reviews (PIR).
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Service Transition & Knowledge Management

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

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- Establish and govern service metrics including:
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- MTTA
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- MTTR
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- Resolution SLA
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- Backlog
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- Ticket Aging
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- First Contact Resolution (FCR)
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- CSAT
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- Incident Trends
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- Drive continuous improvement initiatives to improve operational efficiency and service quality.
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- Ensure adherence to contractual SLAs and governance commitments.
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Resource & Workforce Management

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

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

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- Identify opportunities to leverage Artificial Intelligence, Automation, and AIOps within Application Support.
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- Drive innovation to reduce manual effort, improve MTTR, enhance ticket triage, and increase operational efficiency.
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- Recommend automation opportunities for recurring operational activities.
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Required Skills & Experience

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Experience

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- 15+ years of experience in Application Support and/or Application Managed Services (AMS) .
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- Strong enterprise Application Support experience in large global environments.
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- Experience managing global delivery teams supporting business-critical applications.
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- Experience managing application transitions from outgoing vendors to steady-state operations.
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- Experience managing L1, L2/L3 Developers, QA Engineers, and Support Engineers .
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Note: Candidates with experience limited to Infrastructure Support, Network Support, Desktop Support, Call Centre, or BPO Operations will not be considered.

📌 Support Delivery Manager (India)
🏢 Xebia
📍 India