Service Delivery Manager - Diamondpick : Job Details

Job Summary:

The IT Applications Lights On Delivery Manager is responsible for leading the successful

operational transition and ongoing support of Client's IT applications and services. The role

involves ensuring that all applications and services in production are fully functional and

meet business requirements. This role will oversee the end-to-end operational delivery,

support, and optimization of business-critical applications, ensuring their long-term stability,

performance, and compliance with service level agreements (SLAs). This role will

collaborate closely with various internal and external stakeholders, including development,

infrastructure, and vendor teams, to guarantee seamless service delivery.

Key Responsibilities:

1. Service Transition and Delivery Management:

o Lead the transition of IT applications and services from project phase to

operational “Lights On” support, ensuring readiness and stability.

o Oversee the entire lifecycle of application management, ensuring services

meet operational SLAs and KPIs post-go-live.

o Manage handover from project/development teams to operations, ensuring

comprehensive knowledge transfer, documentation, and support readiness.

o Establish a seamless process for onboarding new applications or services into

the Lights On stage.

2. Operational Excellence:

o Ensure continuous and stable operation of applications across the organization,

maintaining high availability, performance, and reliability.

o Develop, implement, and maintain processes for incident management,

problem resolution, and continuous service improvement for business-critical

applications.

o Lead root cause analysis (RCA) for any critical incidents and ensure corrective

actions are put in place to avoid recurrence.

o Establish and maintain best practices in application monitoring, change

management, and disaster recovery planning.

3. Team Leadership & Collaboration:

o Lead and manage a team of IT operations professionals responsible for

application support, ensuring they are well-trained, motivated, and delivering

results.

o Work closely with cross-functional teams (e.g., development, infrastructure,

security, business units) to ensure alignment on business priorities and

operational requirements.

o Ensure collaboration between client teams and partners for application support

and issue resolution.

4. Service Level Management:

o Define, monitor, and enforce service level agreements (SLAs) and operational

level agreements (OLAs) for IT applications and services.

o Regularly report on SLA performance to senior management, providing

insights and recommendations for improvements where necessary.

o Develop key performance indicators (KPIs) to track the performance of

Lights On services and lead continuous improvement initiatives based on the

results.

5. Risk Management & Compliance:

o Proactively identify risks to application stability and availability, developing

mitigation plans and ensuring compliance with industry standards and

regulatory requirements (e.g., GDPR, SOX, etc.).

o Ensure all IT services and applications comply with internal security policies

and external regulatory requirements.

o Maintain audit trails, ensuring compliance with both internal and external

audits, and managing any corrective actions or improvements from audit

findings.

6. Stakeholder & Partner Management:

o Ensure highest level of collaboration and effective management of all

stakeholders including client leaders.

o Oversee partner performance and manage expectations related to the support

of IT applications and services.

o Ensure that partner delivers to agreed SLAs and address any service gaps or

performance issues in a timely manner.

7. Financial Management:

o Manage the overall financials for the Lights On delivery function, ensuring

cost-effective service delivery and optimal resource allocation.

o Analyze operational costs and identify opportunities for cost savings without

compromising service quality.

8. Strategic Planning & Continuous Improvement:

o Contribute to the development of the IT strategy by defining goals for the

continued stability and optimization of IT applications.

o Lead initiatives for process automation, service optimization, and technology

upgrades to improve efficiency and reduce operational costs.

o Stay up to date with industry best practices and emerging technologies to

enhance application delivery and operational processes.

Key Qualifications & Skills:

 Education:

o Bachelor's degree in Computer Science, Information Technology, or related

field.

o ITIL certification or other relevant service management qualifications.

 Experience:

o 10 - 15 years of experience in IT service delivery, application management, or

IT operations, with at least 5 years in a managerial role.

o Proven track record in managing Lights On operations for large-scale,

business-critical IT applications in complex environments.

o Experience in managing global, cross-functional teams and working with

client stakeholders and partners in an outsourced or co-sourced model.

o Strong experience in incident, problem, and change management within an

ITIL framework.

 Technical Skills:

o Deep knowledge of IT service management (ITSM) and operational processes,

with a focus on maintaining high availability and performance.

o Understanding of application architectures and infrastructure services.

o Familiarity with monitoring tools, ticketing systems and automation

frameworks.

 Leadership Skills:

o Strong leadership, people management, and team-building skills.

o Excellent communication skills, with the ability to influence and collaborate

with Clients - senior executives, business leaders, and technical teams.

o Ability to prioritize and manage multiple competing tasks in a fast-paced,

results-driven environment.

 Other Skills:

o Analytical and problem-solving mindset, with a focus on continuous

improvement.

o Strong risk management and crisis management skills.

o Financial acumen and experience managing budgets and cost optimization in

IT operations.

Key Performance Indicators (KPIs):

 Achieving and maintaining SLA targets for application uptime, response time, and

resolution.

 Reduction in the number and impact of critical incidents affecting applications.

 Effective knowledge transfer and seamless transition from project teams to

operations.

 Operational cost management and budget adherence.

 Performance in accordance with contract SLAs.