Title: Service Delivery Manager SDM L2 Application SupportTerm: Contract to Hire Location: Chicago, IL || Onsite
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 KPIsMonitor 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 PDFIncident Problem Management
- Govern Major Incident P1P2 resolution and stakeholder communications
- Review recurring incidents and drive root cause analysis RCAEstablish 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 PDFTeam 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 PDFStakeholder 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 PDFGovernance 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 PDFContinuous 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 Services35 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 KPIsSLA Compliance
- MTTR Mean Time to Resolution
- Incident Backlog Reduction
- CSAT Score
- First Time Resolution FTRRCA 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
