SDM - ME region- 16th Jan

Job Title:
Service Delivery Manager – IT Application Support

Role Summary:
The Service Delivery Manager is responsible for ensuring the seamless delivery of support services for IT applications, meeting agreed-upon service levels, and maintaining high customer satisfaction. The role requires managing a team of support professionals, coordinating with internal and external stakeholders, and ensuring the availability, reliability, and performance of IT applications.

Key Responsibilities:
Service Delivery Management
•Oversee day-to-day operations of the IT application support group, ensuring timely and effective issue resolution.
•Define and monitor service level agreements (SLAs) and key performance indicators (KPIs).
•Ensure that support services are delivered according to agreed timelines and quality standards.
•Act as the escalation point for critical incidents, ensuring effective communication and resolution.
•Coordinate root cause analysis (RCA) for recurring or high-impact incidents and ensure permanent fixes.
Team Leadership
•Lead and mentor the support team, fostering a culture of excellence and accountability.
•Allocate resources effectively based on priorities and workload.
•Conduct regular performance reviews, identify training needs, and facilitate skill development for team members.
Stakeholder Engagement
•Act as the primary point of contact between the IT support group and business users.
•Build strong relationships with key stakeholders, ensuring their requirements and expectations are understood and met.
•Provide regular updates to stakeholders on incident resolution, system performance, and service improvements.

Process Improvement
•Continuously review and enhance support processes to improve efficiency and effectiveness.
•Implement best practices in IT service management (ITSM) aligned with frameworks such as ITIL.
•Drive automation and self-service initiatives to reduce manual intervention and improve response times.
Incident, Change, and Problem Management
•Ensure incidents are logged, tracked, and resolved according to priority and impact.
•Oversee change management processes to minimize disruptions to the production environment.
•Collaborate with development and infrastructure teams to address recurring issues and ensure system stability.

Compliance and Reporting
•Ensure compliance with organizational policies, security guidelines, and regulatory requirements.
•Generate and analyze reports on SLA compliance, ticket trends, and team performance for management review.
•Lead audit activities related to the IT application support function.

Responsible for creating knowledge articles and review it with customer and publish in a document management tool / sharepoint

Hand on exp on any incident management tool .

Should have experience on service now, any proprietary tool which he can talk through and demonstrate expert level of tool usage .
Soft skills: Strong and effective communication. stakeholder management, should have had experience in client facing roles.