Manager - Service Delivery (SaaS- Application Services)
Job Description
Service Delivery Manager, Application Services, is responsible for end-to-end delivery ownership, operational governance, client satisfaction and continuous improvement for the assigned application portfolio. This role ensures stable, predictable, and value-driven application services in a fast-paced, client-facing environment by driving effective service management, stakeholder engagement, SLA governance, continuous improvement, and risk mitigation. The SDM will work closely with Account Leadership, delivery teams, support teams, and customer stakeholders to manage service performance, risks, escalations, cost, scope, and improvement initiatives.
Key focus areas include:
- End-to-end application Service Operations
- Service governance, SLA/KPI adherence, and client satisfaction
- ITSM process ownership and major incident management
- Team leadership, performance management, and capability development
- Continuous improvement, cost control, and risk management
Service Delivery Manager, Application Services, is responsible for end-to-end delivery ownership, operational governance, client satisfaction and continuous improvement for the assigned application portfolio. This role ensures stable, predictable, and value-driven application services in a fast-paced, client-facing environment by driving effective service management, stakeholder engagement, SLA governance, continuous improvement, and risk mitigation. The SDM will work closely with Account Leadership, delivery teams, support teams, and customer stakeholders to manage service performance, risks, escalations, cost, scope, and improvement initiatives.
Key focus areas include:
- End-to-end application Service Operations
- Service governance, SLA/KPI adherence, and client satisfaction
- ITSM process ownership and major incident management
- Team leadership, performance management, and capability development
- Continuous improvement, cost control, and risk management