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.

#LI-AL1