Job Summary
We are seeking an experienced Support Delivery Manager (SDM) to lead the end-to-end delivery of Application Managed Services (AMS) for enterprise applications. The ideal candidate will have extensive experience in Application Support and Managed Services, with a strong background in leading global 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.

Key Responsibilities
• 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 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, metrics, trends, and executive summaries.
• 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.
• Support web-based applications or e-commerce platforms.
• 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 in alignment with ITIL best practices.
• Identify recurring issues, perform trend analysis, and drive Problem Management activities to eliminate root causes.
• Conduct Root Cause Analysis (RCA) and Post-Incident Reviews (PIR).
• Lead end-to-end application transitions 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 bases, KEDB, KMDB, escalation matrices, and support documentation.
• Establish and govern service metrics including MTTA, MTTR, Resolution SLA, backlog, ticket aging, First Contact Resolution (FCR), CSAT, and incident trends.
• Drive continuous improvement initiatives to improve operational efficiency and service quality.
• Ensure adherence to contractual SLAs and governance commitments.
• Manage 247 support operations, workforce planning, shift rosters, and on-call schedules.
• Provide critical P1/P2 support during non-working hours and weekends when required.
• Ensure adequate support coverage across all shifts.
• 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.
• 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.

Required Qualifications
• 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 knowledge of ITIL-based service management and operational processes.
• Experience managing SLAs, OLAs, KPIs, service governance, and customer expectations.
• Strong experience in Incident, Problem, Change, and Release Management.
• Experience leading P1/P2 major incidents, escalations, RCA, and PIR activities.
• Strong stakeholder management and executive communication skills.
• Experience with 247 support operations, workforce planning, and on-call management.
• Experience driving automation, continuous improvement, and AIOps initiatives.
• Strong analytical, problem-solving, communication, and leadership skills.