Service Delivery Manager

• 10+ yrs of experience, with SDM role of atleast 5 yrs supporting Applications in a Managed services
• Proven experience as a Service Delivery Manager or similar role, in a Managed Services engagement.
• Strong knowledge of Application Support in the Insurance domain.
• Familiarity with ITIL framework and service management best practices.
• Excellent client-facing and communication skills.
• Ability to manage multiple priorities and lead cross-functional teams.
• Team Leadership and Coordination
• Strong problem-solving and analytical skills.
• Experience with service reporting tools and dashboards.
• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
   

Preferred Qualifications

• Experience working with insurance applications and platforms.
• Supported engagements with Applications in IBM Mainframe technologies.
• Certifications such as ITIL Foundation, PMP, or equivalent.
• Knowledge of monitoring and ticketing tools (e.g., ServiceNow, JIRA).
• Experience in managing and organizing effectively within a dynamic environment where parallel projects need planning, guidance and agility
• Experience in using current industry standard business tools for communication, collaboration, planning, tracking and reporting.
• Excellent analytical, organizational, time management, verbal, and written skills and detail-oriented
•  Experience in leading / driving Major Incident calls to speed resolution
• Self-starter with ability to work  independently under pressure and react quickly and in support of changing priorities
   

Key Responsibilities

• Service Delivery Management
  • Manage day-to-day delivery of application support services ensuring adherence to SLAs, OLAs, and KPIs.
  • Monitor service performance and generate regular reports for stakeholders.
• Client Relationship Management
  • Build and maintain strong relationships with client stakeholders. Conduct regular service review meetings and discuss performance, risks, and improvements.
    • Understand client business objectives and align service delivery accordingly.
    • Manage client expectations and address escalations promptly.
• Team Leadership and Coordination
  • Ensure resource planning and allocation meet the demand and project timelines.
  • Facilitate knowledge sharing and training within the team to enhance skills and service quality.
• Process and Quality Management
  • Implement and enforce ITIL-based processes for incident, problem, change, and release management.
  • Drive continuous improvement initiatives to optimize service delivery and operational efficiency.
  • Ensure compliance with industry standards, regulatory requirements, and client policies.
• Reporting and Documentation
  • Prepare and present detailed delivery and performance reports to client and internal management.
  • Maintain accurate documentation related to service delivery, processes, and issue resolution.
  • Track and manage risks, issues, and dependencies impacting service delivery.