Service Delivery Manager for Support Project

Key Responsibilities

· Own end-to-end service delivery and ensure SLA/KPI compliance across supported applications.

· Lead L2 support operations including Incident, Service Request, Problem, Change, and Release Management.

· Manage major incidents, escalations, and stakeholder communications to minimize business disruption.

· Coordinate with business users, development teams, vendors, and platform owners to resolve production issues in a timely manner

· Drive proactive monitoring, root cause analysis, recurring issue elimination, and continuous service improvement initiatives.

· Govern production changes, release deployments, CAB activities, and operational readiness reviews.

· Produce service performance reports, operational dashboards, and executive management updates.

· Manage support team performance, resource planning, shift coverage, knowledge management, and continuous improvement activities

· Drive operational excellence initiatives to improve service quality and efficiency

· Ensure compliance with IT governance, audit, security, and data privacy requirements

Job Requirements

· Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.

· 10+ years of IT operations or service delivery experience, with at least 3 years in a Service Delivery Manager or Application Support Manager role.

· Strong knowledge of ITIL processes, with hands-on experience using ServiceNow.

· Experience in managing L2 application support for Luxury Retail, CRM, Customer Experience, E-commerce, or Mobile Applications.

· Strong leadership, communication, analytical, and problem-solving skills.

· ITIL, PMP, PRINCE2, Agile, or ServiceNow certifications are advantageous.

· Excellent written and spoken English