| Location | Chicago, IL |
| Salary | $65–$75 Per Hour |
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Service Delivery Manager SDM L2 Application Support
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Role description
Service Delivery Manager SDM L2 Application Support
Role Summary
The Service Delivery Manager SDM is responsible for managing end-to-end service delivery for Application Support and Maintenance AMS engagements The role ensures adherence to SLAs KPIs drives operational excellence manages client relationships oversees incident problem change management processes and leads L2 support teams to deliver high quality support services.
Key Responsibilities
Service Delivery Management
Own service delivery for L2 Application Support engagements
Ensure compliance with contractual SLAs OLAs and KPIs
Monitor incident service request problem and change management processes
Drive service quality operational efficiency and customer satisfaction
Conduct weekly monthly and quarterly service reviews with stakeholders LTM CCR No4554091004 PDF SUPP Serv Management PDF
Incident Problem Management
Govern Major Incident P1P2 resolution and stakeholder communications
Review recurring incidents and drive root cause analysis RCA
Establish preventive and corrective action plans
Ensure timely escalation to technical SMEs vendors and L3 teams
Drive reduction in ticket volumes and MTTR through continual improvement Major Inci8808877479 PDF LTM CCR No4554091004 PDF
Team Leadership
Lead L2 support engineers across application and technology domains
Manage resource planning utilization shift rosters and on call schedules
Conduct performance reviews mentoring and skill development
Drive knowledge management and cross training initiatives LTM CCR No4554091004 PDF
Stakeholder Client Management
Act as the primary point of contact for client leadership
Present service reports risks escalations and improvement initiatives
Build trusted client relationships and manage expectations
Coordinate with business teams vendors infrastructure teams and development teams Major Inci8808877479 PDF LTM CCR No4554091004 PDF
Governance Reporting
Prepare SLA KPI CSAT backlog and operational dashboards
Track risks issues action items and service improvement plans
Govern compliance audit and documentation requirements
Manage service reviews QBRs and executive reporting LTM CCR No4554091004 PDF BPOPBPOs Approach PDF
Continuous Improvement
Drive automation shift left initiatives and operational excellence programs
Improve MTTR FTR ticket reduction and overall support maturity
Promote AI Copilot driven support improvements and proactive monitoring
Maintain and enhance Knowledge Base and KEDB repositories LTM CCR No4554091004 PDF CTLG Enter Catalogue Word
Required Skills:
Functional
ITIL Foundation ITIL 4 knowledge
Incident Problem Change Release and Service Level Management
SLA and KPI management
Client and vendor management
Major Incident Management
Technical
Experience managing application support engagements
Understanding of databases integrations middleware cloud platforms and enterprise applications
Familiarity with ServiceNow Jira monitoring tools dashboards and reporting platforms
Knowledge of automation and AI enabled operations is preferred LTM CCR No4554091004 PDF CTLG Enter Catalogue Word
Experience 10 to15 years in Application Support Managed Services
35 years in SDM Delivery Manager or Operations Manager roles
Experience handling global support teams and client facing delivery
Proven track record in SLA driven support engagements
Key KPIs
SLA Compliance
MTTR Mean Time to Resolution
Incident Backlog Reduction
CSAT Score
First Time Resolution FTR
RCA Compliance
Automation Benefits Realization
Team Utilization Productivity
Audit Compliance Adherence
Skills
Mandatory Skills : Service Delivery Manager L2 Application Support ITIL Foundation / ITIL 4 knowledge
Title: Service Delivery Manager SDM L2 Application Support
location: Chicago, IL onsite
Duration: C2H
Other details
Actual compensation within the range will be dependent upon the individual''s skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):
Benefits and Perks:
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $ 65.00 to 75.00 per hour
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About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world's largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
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