Job Description
- Large-scale Financial Platform - Strategic Service Management - Tech-savvy teams Overview We are seeking an experienced Service Delivery Manager to oversee the BAU operations, application maintenance, and service performance of a large-scale customer-facing platform. The role focuses on ensuring service quality, SLA compliance, operational governance, and stakeholder reporting in a post-implementation support environment. Responsibilities - Manage BAU service delivery and ensure SLA/KPI compliance for a large-scale financial platform - Monitor service performance and SLA achievement, including system availability, user login success rates, mobile application performance, and payment transaction processing. - Prepare and present regular service reports, SLA dashboards, performance reviews, and service improvement plans to stakeholders. - Coordinate application maintenance activities, including security patching, bug fixes, component upgrades, and enhancement releases. - Conduct service health checks and drive recommendations on system performance, resilience, capacity, security, and operational improvements. - Track issues, risks, corrective actions, and improvement initiatives to ensure service stability and compliance with contractual requirements. - Work closely with support, infrastructure, development, and vendor teams to ensure effective service delivery. - Manage service review meetings and act as the key interface between business stakeholders and technical delivery teams. Requirements - 5+ years of experience in Service Delivery, Application Support, Managed Services, or Application Maintenance. - Strong background in SLA management, service reporting, and stakeholder management. - Knowledge of application maintenance lifecycle, patch management, and operational governance. - Experience supporting large-scale enterprise, government, or public-sector applications is preferred. - ITIL knowledge is advantageous but this is not an ITSM process management role. Preferred Background - Government, public-sector, financial services, pension, insurance, or large-scale digital platform projects. - Experience supporting mission-critical applications with strict contractual SLA requirements.
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