SENIOR SERVICE DELIVERY MANAGER

Key Responsibilities:

Oversee L1, L2, and L3 support, ensuring incidents andservice requests are triaged, resolved, or escalated within SLA

Manage the service desk, including ticket quality,escalation paths, and shift coverage

Manage problem management and root cause analysis to preventrecurring issues

Coordinate corrective, preventive, and adaptive maintenance,including patching and upgrades

Plan and control changes and releases, including emergencyfixes and maintenance windows

Monitor system health, availability, and performance, andact on alerts and trends

Lead major incident response, communication, andpost-incident reviews

Manage vendors and third-party support against contractualSLAs

Maintain runbooks, knowledge base, and operationaldocumentation to enable L1 resolution and reduce escalations

Ensure security and compliance, including vulnerabilityremediation and audit readiness

Report on support performance and maintenance activities inregular service reviews

Track support budgets, licenses, and renewals, and managethe service risk register

Qualifications:

Bachelor’s degree in IT, Computer Science, Engineering, or arelated field (or equivalent experience)

5-8 years in application or infrastructure support andmaintenance, including 2+ years in a lead or managerial role

Experience managing multi-tier support (L1 to L3) forproduction systems under SLA

Strong incident, problem, and change management background

Experience coordinating vendors and handling customerescalations

ITIL 4 Foundation; PMP, PRINCE2, or cloud certificationssuch as AWS or Azure (preferred)

Skills:

Strong ITSM knowledge and tools (e.g. ServiceNow, JIRAService Management)

Working knowledge of cloud, infrastructure, monitoring, andapplication support

Familiarity with patching, vulnerability management, andDevSecOps practices

Team leadership, including shift planning and capabilitydevelopment across support tiers

Clear communication, stakeholder management, and calmdecision-making under pressure