Application Support Manager (SDM)

Role Summary

The Application Support Manager / Service Delivery Manager owns the performance, governance, and operational stability of the centralized APAC AMS support function. The role is accountable for service delivery outcomes across assigned clients, countries, and support teams — ensuring incidents, service requests, escalations, SLAs, KPIs, and client communications are managed consistently and effectively. The role acts as the key bridge between support operations, clients, country teams, Product, R&D, Project Teams, and AMS leadership, and requires both operational discipline and service management maturity to keep the AMS model scalable, sustainable, and aligned with client expectations.

Key Responsibilities

·       Own day-to-day service delivery performance across assigned AMS scope; ensure consistent execution against agreed SLAs, SLOs, KPIs, and client expectations.

·     Monitor service health, ticket trends, backlog, aging, and operational risks; drive corrective action with Team Leads before SLA breaches occur.

·       Track and report on AMS performance indicators including SLA compliance, first response time, MTTR, backlog trend, reopen rate, reassignment rate, CSAT, and RCA completion.

·       Own escalation governance for high-impact incidents; coordinate P1/P2 response across support, Product, R&D, and Project Teams, including incident bridge coordination and post-incident RCA follow-through.

·       Serve as the primary service delivery contact for assigned clients; lead service review meetings, manage client expectations on scope, SLA, and improvements, and translate operational issues into clear business-level updates.

·       Partner with Team Leads, Senior Consultants, and Consultants to ensure queues, ticket quality, escalations, and documentation are managed effectively; support onboarding, coaching, and performance monitoring of support resources.

·       Analyze ticket intake, resolved volume, backlog, and effort to support capacity planning; identify resource gaps and recommend staffing adjustments based on workload, service demand, and SLA performance.

·       Drive process standardization and continuous improvement across assigned teams and countries; partner with Problem Management, Product, and R&D to reduce repeat incidents and improve service quality.

·       Ensure knowledge management discipline — KB articles, runbooks, and known-issue documentation — and support cross-skilling to reduce dependency on SMEs or country-specific resources.

·       Lead project-to-support handoff for new clients, countries, or deployments; validate support readiness, runbooks, escalation contacts, and client-specific requirements before AMS accepts ownership of new scope.

·       Prepare weekly and monthly service performance reports for AMS leadership; surface trends, risks, and improvement actions.

Requirements

·       8 to 10 years of experience in application support, AMS, service delivery, ITSM, or enterprise application operations.

·       3 to 5 years in a lead, manager, SDM, or service delivery role.

·       Strong track record managing incidents, escalations, SLAs, KPIs, client communication, and support performance.

·       Experience supporting HRMS, payroll, SaaS, ERP, or enterprise business applications strongly preferred.

·       Experience managing or coordinating multi-country, multi-client, or shared service operations is an advantage.

·       Practical understanding of ITSM processes including Incident, Request, Problem, Change, Knowledge, and Service Level Management; ITIL Foundation certification preferred.

·       Strong client-facing, stakeholder management, and executive communication skills.

·       Familiarity with ticketing and ITSM platforms such as Zendesk, ServiceNow, Jira, Remedy, or similar.

·       Strong analytical and reporting skills, with the ability to interpret service data and convert it into action plans.

·       Experience in capacity planning, forecasting, and workload analysis preferred.

·       Bachelor's degree in Information Technology, Computer Science, Business, Human Resources, or a related field; equivalent professional experience accepted.