The IT Application Support & Service Delivery Lead will oversee the IT applications ecosystem, including SAP and Salesforce, ensuring high system availability, performance, compliance, and customer satisfaction.

Role & Responsibilities

• Service Delivery Management: Oversee daily operations, including incident management and service request management from response to resolution, ensuring delivery of IT services with high system reliability, optimal performance, and adherence to defined SLAs.
• Own ITSM Platform: Own and manage the ITSM platform, ensuring right level of adoption and continuous improvements in line with Service Delivery evolution.
• Stakeholder Engagement: Act as the primary point of contact for business stakeholders and IT Business Partners regarding IT Support & Service delivery, ensuring alignment between IT services and business needs.
• Team Leadership & Coordination: Lead and coordinate support teams, including internal resources and external vendors, to ensure effective and effective service delivery.
• Vendor Management:



Collaborate with external vendors such as support partners and OEMs, ensuring service quality, contract compliance, and timely resolution of vendor-related or product-related issues.
• Change Management: Oversee change management processes, ensuring changes are deployed seamlessly with minimal impact to end-users, in adherence to proper ITGC standards.
• Continuous Improvement: Drive process improvements for service delivery, focusing on automation, standardization, and best practices to enhance service quality and reduce downtime.
• Performance Monitoring & Reporting: Develop and maintain service performance metrics, create regular reports, and communicate these to stakeholders.
• Controls & Compliance: Ensure compliance of the key IT applications with ITGC audit and contractual parameters. Direct ownership of ITGC Controls for the SAP Landscape.
• Budget & Resource Management: Manage service delivery budgets, resource all

📌 IT Application Support (India)
🏢 IAssess Consultants
📍 India