Company Name: VARITE India Private Limited

About The Client

Saint-Gobain designs, manufactures, and distributes materials and solutions which are key ingredients for Mirror Glass About The Job:

- Lead end-to-end transition and steady-state Application Management & Support (AMS) services for a portfolio of enterprise applications and platforms, ensuring reliable, high-quality service delivery aligned with business objectives, SLAs, and operational KPIs.
- The role is responsible for establishing transition governance, driving operational readiness, managing service delivery, and building a scalable support operating model across distributed teams.
- The individual will also drive stakeholder engagement, service excellence, continuous improvement, and operational transformation initiatives to enhance service quality, efficiency, and customer satisfaction.

Essential Job Functions:

Transition Management

- Lead transition of applications and support services into a global delivery model.
- Own transition planning, KT, reverse KT, shadow support, primary shadow, cutover, hyper care, and stabilization.
- Define transition milestones, success criteria, risks, dependencies, and mitigation plans.
- Ensure operational readiness cutover, including SOPs, runbooks, escalation matrix, access readiness, and support model.
- Set up transition governance, reporting cadence, status dashboards, and stakeholder communication.

AMS, Project & Service Delivery
- Manage steady-state AMS delivery across L1/L2/L3 support teams and Project delivery.
- Ensure SLA/KPI adherence for incident, problem, change, service request, and release management.
- Drive service availability, operational stability, incident reduction, and backlog control.
- Lead major incidents, escalations, root cause analysis, and corrective/preventive actions.
- Ensure smooth handover of new developments/enhancements into support.

Governance & Reporting
- Establish governance forums for transition and steady-state operations.
- Run daily/weekly/monthly service reviews with clear actions and ownership.
- Publish dashboards covering SLAs, ticket ageing, incidents, risks, service health, and improvement actions.
- Ensure adherence to ITIL processes, audit requirements,



compliance standards, and internal policies.

Stakeholder Management
- Act as the primary interface for business, technology, and leadership stakeholders.
- Manage expectations through proactive communication and transparent reporting.
- Drive alignment between business priorities and service delivery commitments.
- Handle executive escalations and ensure timely resolution of service issues.

Continuous Improvement
- Identify and drive opportunities for automation, shift-left, self-service, process simplification, and cost optimization.
- Improve MTTR, reduce repeat incidents, optimize ticket volumes, and enhance service quality.
- Promote knowledge management, service maturity, and operational excellence.

Team & Capability Management
- Lead distributed teams across application and technology domains.
- Own resource planning, capacity management, workload balancing, and capability building.
- Mentor team members and build a culture of ownership, accountability, and service excellence.

Qualifications:

- Experience Level: 15 to 20 Years
- Bachelor’s degree in computer science, Engineering, IT, or related discipline.
- ITIL certification preferred.
- PMP, PRINCE2, Agile, or Secure certification would be an advantage.
- Applications background – preferably Java / .NET.
- Strong ITIL / Application Management Lifecycle.
- Strong Stakeholder & Team Management.
- Excellent communication.

Required Experience:
- 12–18 years of IT experience.
- Strong experience in AMS, service transition, and IT service delivery.
- Proven experience managing transition into global/centralized delivery models.
- Experience handling enterprise application support across multiple business functions.
- Strong understanding of ITIL processes and service management practices.
- Experience managing distributed teams and global stakeholders.




- Hands-on exposure to ITSM tools such as ServiceNow, Jira Service Management, or equivalent.
- Exposure to monitoring/observability tools such as Dynatrace, Datadog, Splunk, CloudWatch, or equivalent.

Key Performance Indicators:
- Transition milestones achieved on time and with quality.
- Service stabilization post-transition.
- SLA/KPI compliance.
- Service availability and incident reduction.
- MTTR improvement and ticket ageing reduction.
- Reduction in repeat incidents and recurring problems.
- Customer satisfaction / stakeholder feedback.
- Quality of governance, reporting, and risk management.
- Automation, efficiency, and cost optimization benefits.

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 opportunity, 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.

📌 Service Delivery Manager (Mumbai)
🏢 VARITE
📍 Mumbai