SENIOR SERVICE DELIVERY MANAGER

Key Responsibilities:

Supervise L1, L2, and L3 support to ensure incidents and service requests are triaged, resolved, or escalated in accordance with SLA requirements

Run the service desk, overseeing ticket quality, escalation workflows, and shift coverage

Own problem management and conduct root cause analysis to stop recurring issues

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

Plan and control changes and releases, including emergency fixes and scheduled maintenance windows

Continuously monitor system health, availability, and performance, and respond to alerts and trends

Lead major incident response efforts, manage communications, and facilitate post-incident reviews

Manage vendors and third-party support to ensure delivery against contractual SLAs

Maintain runbooks, the knowledge base, and operational documentation to support L1 resolution and reduce the volume of escalations

Ensure security and compliance, including vulnerability remediation and audit readiness

Provide regular reporting on support performance and maintenance activities during service reviews

Track support budgets, licenses, and renewals, and manage the service risk register

Qualifications:

Bachelor's degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)

5-8 years of experience in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role

Experience managing multi-tier support (L1 through L3) for production systems under SLA commitments

Strong background in incident, problem, and change management

Experience coordinating vendors and managing customer escalations

ITIL 4 Foundation PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred)

Skills:

Demonstrated expertise in ITSM and associated tools (e.g. ServiceNow, JIRA Service Management)

Working knowledge of cloud platforms, infrastructure, monitoring, and application support

Familiarity with patching, vulnerability management, and DevSecOps practices

Team leadership experience, including shift planning and capability development across support tiers

Strong communication and stakeholder management, with the ability to make calm, effective decisions under pressure