Service delivery Manager

805507-Ensure SLA compliance and maintain high availability of business-critical applications/systems

• Take ownership of application downtime incidents and act as the primary escalation point during outages

• Leverage a strong development background to better understand application behavior, logs, and issue diagnosis

• Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles

• Manage major incidents with clear, timely stakeholder communication

• Oversee end-to-end application support lifecycle (incident, problem, change coordination)

• Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring

• Perform issue triage with leads/technical teams to identify root causes and drive resolution

• Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management

• Plan and execute preventive & corrective maintenance

• Track and improve incident trends, recurring issues, and service performance

• Develop MIS/operational reports and dashboards (Excel)

• Drive service reviews and continuous improvement initiatives

• Maintain documentation, SOPs, and service logs

• Demonstrate strong stakeholder management across business and IT teams

• Mentor team on incident handling, RCA quality, and support best practices

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Service Delivery Manager (Application Support & Delivery)

Client: Sony

Location: Culver City (4 days onsite)

Role Overview

Lead end-to-end service delivery for business-critical applications, ensuring high availability, SLA compliance, and continuous improvement. Leverage a strong application development and support background to drive effective incident management, root cause analysis, and alignment with SDLC and release cycles.

Roles & Responsibilities

• Ensure SLA compliance and high availability of business-critical applications

• Own and manage major incidents (P1/P2) with timely stakeholder communication

• Perform application-level triage using logs, code understanding, and monitoring tools

• Align support with SDLC, release cycles, and deployment processes

• Manage end-to-end support lifecycle (incident, problem, change) using tools like ServiceNow

• Collaborate with L2/L3, development teams, and vendors to resolve issues (minimal infra dependency)

• Drive root cause analysis (RCA), defect fixes, and preventive improvements

• Track service performance, incident trends, and continuously improve delivery quality

Mandatory Skills

• Strong experience in application support and service delivery (L2/L3 environments)

• Good understanding of SDLC, release management, and production support models

• Ability to analyze application logs, APIs, and integration points

• Experience with ITSM tools like ServiceNow

• Knowledge of incident, problem, and change management processes

• Basic understanding of microservices, APIs, and distributed systems

• Strong RCA and troubleshooting skills with development insight

• Excellent stakeholder communication and incident management skills

• Experience in tracking KPIs like SLA, MTTR, and incident reduction

• Ability to drive continuous improvement and service optimization