Service Delivery Director

Job Summary

Role Summary

We are looking for an experienced Service Delivery Manager (SDM) to manage end-to-end IT service delivery across Application Support / AMS and related infrastructure services. The role will be responsible for ensuring service stability, SLA/KPI compliance, effective operational governance, stakeholder satisfaction, and continuous service improvement.

The ideal candidate should have strong experience managing enterprise customers, cross-functional technology teams, vendors, production support operations, escalations, and ITIL-based service management processes.

Key Responsibilities

Key Responsibilities

Service Delivery & Operations

• Own end-to-end service delivery and ensure services meet agreed SLAs, KPIs, OLAs, and contractual commitments.
• Manage Application Support / AMS and production support operations.
• Oversee Incident, Major Incident, Problem, Change, Service Request, and Escalation Management.
• Drive timely resolution of P1/P2 critical incidents and ensure effective stakeholder communication.
• Monitor service availability, stability, performance, backlog, ageing, and operational risks.
• Ensure smooth transition of projects, releases, and new services into BAU support.
• Drive operational readiness, service continuity, and production stability.

These responsibilities closely match internal SDM examples covering production support, incident management, SLA adherence, operational governance and customer engagement. [FW: Manika...Management | Outlook], [Digital Bu...h WAR ROOM | Teams]

Governance & Stakeholder Management

• Act as the primary service interface for customer and business stakeholders.
• Conduct daily/weekly operational reviews, service reviews, and monthly governance meetings.
• Prepare WSR, MSR, SLA/KPI dashboards, service performance reports, risk registers, and management updates.
• Manage customer expectations and provide proactive communication on incidents, risks, dependencies, and service performance.
• Coordinate across application, infrastructure, network, cybersecurity, engineering, business, and vendor teams.
• Manage escalations and provide regular updates to senior leadership.

The internal Application Service Manager requirement specifically calls for coordination across AMS, Infrastructure, Network, OEM/Product and internal technology teams, together with business stakeholder management. [Re: JD - A...Support & | Outlook]

Continuous Service Improvement

• Identify service improvement opportunities and develop Continuous Service Improvement (CSI) plans.
• Perform root-cause and trend analysis for recurring incidents.
• Drive automation, shift-left, self-service, monitoring, and operational efficiency initiatives.
• Reduce manual activities and improve MTTR, service quality, availability, and productivity.
• Track improvement initiatives through measurable KPIs and business outcomes.

Internal SDM requirements also emphasize continuous improvement, shift-left, automation/AI and reducing manual Service Desk activities. [Digital Bu...h WAR ROOM | Teams]

Team & Vendor Management

• Lead cross-functional onsite/offshore service delivery teams.
• Manage resource capacity, utilization, workload distribution, and support coverage.
• Coordinate third-party vendors and OEM/product teams.
• Conduct vendor/service performance reviews and ensure actions are closed within agreed timelines.
• Mentor delivery teams and establish clear operational accountability.

Your internal SDM examples include resource planning, utilization, ramp-up, geographically distributed teams, vendor coordination, and service governance.

Skill Requirements

Must-Have Skills

• Strong IT Service Delivery / Application Service Management experience.
• Good understanding of ITIL / ITSM processes.
• Hands-on experience with:
  • Incident & Major Incident Management
  • Problem Management
  • Change & Release Management
  • Service Request Management
  • SLA/KPI Management
  • Escalation Management
  • Service Governance
• Strong client and stakeholder management skills.
• Experience managing AMS / Application Support / Production Support engagements.
• Strong vendor and multi-team coordination capabilities.

Other Requirements