Role description

Role Summary

We are seeking an experienced Application Service Delivery Manager to lead the onsite delivery of Pike's Application Managed Services (AMS) engagement. The role will be responsible for managing service delivery, operational governance, stakeholder engagement, service performance, and continuous improvement across a diverse portfolio of enterprise applications and data platforms supporting Pike's business operations. The Service Delivery Manager will serve as the primary onsite liaison between Pike stakeholders and LTIMindtree delivery teams, ensuring SLA compliance, operational excellence, and successful execution of both support and enhancement activities.

Application Portfolio in Scope

The managed services portfolio includes the following technology towers and application domains:

• Oracle Field Service
• Microsoft D365 Field Service
• Microsoft Power Platform (Power Apps, Power Automate, Dataverse)
• Apple iOS Mobile Applications
• Legacy .NET Applications and APIs
• Enterprise Data Warehouse (Azure Synapse, ADLS, SQL)
• Power BI Reporting and Analytics
• Integration ecosystem supporting the application landscape

Key Responsibilities
• Own overall AMS delivery for Pike, ensuring adherence to SLAs, KPIs, governance processes, and contractual commitments.
• Demonstrate infusion of AI in Day-to-day service delivery in areas of root cause analysis, problem and known error management, resolution of service requests, Shift left activities to service desk, AI triaging etc.
• Build resilience in the systems by changing the applications OPS support posture from Reactive to Preventive through application of AI tools and Technology
• Establish and present a POV to clients on ageing legacy systems , their replacement plan along with cost and schedule working with internal expert groups.
• Lead Incident, Service Request, Problem, Change, and Knowledge Management processes across all technology towers.
• Manage support and enhancement backlogs, capacity planning, prioritization, and resource allocation across onsite, nearshore, and offshore teams.
• Act as the primary point of contact for Pike IT leadership, business stakeholders, and third-party vendors.
• Drive operational governance including weekly operational reviews, monthly service reviews, and quarterly executive governance sessions.
• Monitor service health, incident trends, backlog performance, and application stability while identifying opportunities for proactive improvements and automation.
• Champion continuous improvement initiatives focused on reducing incidents, technical debt, operational inefficiencies, and cost of support.
• Collaborate with solution architects, SMEs, development teams, and client stakeholders to ensure successful delivery of minor enhancements and change requests.
• Ensure effective knowledge management through maintenance of runbooks, SOPs, KEDB maintained in Confluence
• Leverage AI, automation, monitoring, and analytics capabilities to improve service quality, resolution times, and user experience.

Required Experience & Skills

• 15+ years of IT experience with at least 5 years in AMS, Application Support, Service Delivery, or Managed Services leadership roles.
• Proven experience managing large, multi-technology application portfolios in an enterprise environment.
• Strong understanding of ITIL processes including Incident, Problem, Change, Service Request, and Knowledge Management.
• Experience managing globally distributed teams across onsite, offshore, and nearshore delivery models.
• Strong stakeholder management, executive communication, governance, and vendor management skills.
• Experience driving service improvements, automation, operational excellence, and productivity initiatives.
• Working knowledge of enterprise application platforms such as Microsoft Dynamics 365, Power Platform, .NET, Data & Analytics platforms, and integration ecosystems.
• Experience managing SLA-driven support engagements and service reporting.

Preferred Qualifications

• Experience supporting utility, construction, engineering, or field-service-oriented organizations.
• Exposure to Azure Data Platform, Power BI, and enterprise integration landscapes.
• Experience with AIOps, service automation, observability, and operational analytics.
• Familiarity with managed services transformation, technical debt reduction, and modernization initiatives.
• ITIL Foundation/Intermediate certification preferred.

Success Measures

• Consistent achievement of SLA and KPI targets.
• Demonstration of AI infusion and productivity savings in Applications service management.
• Reduction in incident volumes, recurring issues, backlog aging, and MTTR.
• Improved application stability, service quality, and customer satisfaction.
• Successful delivery of continuous improvement and automation initiatives.
• Effective governance, stakeholder management, and operational transparency.

Demonstrated business value through operational efficiency, productivity gains, and application health improvements.

This role should also drive Pike's Operate to Transform objectives focused on operational efficiency, incident reduction, technical debt remediation, automation, and improved end-user experience.