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 diagnosisPossess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cyclesManage 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 resolutionLead cross-functional teams (L2/L3, infra, vendors) for efficient incident managementPlan 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 teamsMentor team on incident handling, RCA quality, and support best practices 41 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 applicationsOwn and manage major incidents (P1/P2) with timely stakeholder communicationPerform application-level triage using logs, code understanding, and monitoring toolsAlign support with SDLC, release cycles, and deployment processesManage end-to-end support lifecycle (incident, problem, change) using tools like ServiceNowCollaborate with L2/L3, development teams, and vendors to resolve issues (minimal infra dependency)Drive root cause analysis (RCA), defect fixes, and preventive improvementsTrack 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 modelsAbility to analyze application logs, APIs, and integration pointsExperience with ITSM tools like ServiceNowKnowledge of incident, problem, and change management processesBasic understanding of microservices, APIs, and distributed systemsStrong RCA and troubleshooting skills with development insightExcellent stakeholder communication and incident management skillsExperience in tracking KPIs like SLA, MTTR, and incident reductionAbility to drive continuous improvement and service optimization