Classic Applications Service Delivery Manager- Manager- MFT - KGS CH

CLASSIC APPLICATIONS SERVICE DELIVERY MANAGER (SFIA LEVEL 6)

Job Title: Applications Service Delivery Manager
Department: Group Digital Service Operations
Experience Required: 10-12 years of experience in IT/application operations or service delivery.
Job Location: Bangalore/Gurgaon

Education Qualifications

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or equivalent.

Certifications (Preferred)

• ITIL Expert or Managing Professional
• PMP / PRINCE2
• Azure/AWS cloud certifications

SFIA Competency Table (Option A Format)

Additional Requirements

• Excellent English communication skills (written and oral).
• Must support major incidents as escalation point (on-call as required).
• Shift oversight for teams working between 9 AM and 4 PM IST rotational start times.

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Key Responsibilities

• Lead overall service delivery for six application support groups across 29 resources.
• Own governance for incident, problem, change, release, and service transition processes.
• Serve as the escalation point for P1/P2 major incidents and lead warroom calls.
• Ensure adherence to SLAs, operational KPIs, and audit/compliance controls.
• Manage resource planning, shift schedules, on-call rosters, skill development, and team capability plans.
• Drive operational excellence, automation, and continuous improvement aligned with business goals.
• Partner with business, engineering, cloud, and PMO teams to ensure seamless delivery.
• Conduct weekly service reviews, monthly performance reporting, and quarterly business reviews.
• Ensure robust documentation, runbooks, SOPs, RCA quality, and knowledge management.