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 Clients 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.