Service Delivery Manager

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. Qualifications And Skills - 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.

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