Required Skills and Qualifications
10+ years of experience, with SDM role of at least 5 years supporting Applications in a Managed services
Proven experience as a Service Delivery Manager or similar role, in a Managed Services engagement.
Strong knowledge of Application Support in the Insurance domain.
Familiarity with ITIL framework and service management best practices.
Excellent client-facing and communication skills.
Ability to manage multiple priorities and lead cross-functional teams.
Team Leadership and Coordination
Strong problem-solving and analytical skills.
Experience with service reporting tools and dashboards.
Bachelor's degree in Computer Science, Information Technology, or related field preferred.
Preferred Qualifications
Experience working with insurance applications and platforms.
Supported engagements with Applications in IBM Mainframe technologies.
Certifications such as ITIL Foundation, PMP, or equivalent.
Knowledge of monitoring and ticketing tools (e.g., ServiceNow, JIRA).
Experience in managing and organizing effectively within a dynamic environment where parallel projects need planning, guidance, and agility.
Experience in using current industry standard business tools for communication, collaboration, planning, tracking, and reporting.
Excellent analytical, organizational, time management, verbal, and written skills and detail-oriented.
Experience in leading/driving Major Incident calls to speed resolution.
Self-starter with ability to work independently under pressure and react quickly and in support of changing priorities.
Key Responsibilities
Service Delivery Management
Manage day-to-day delivery of application support services ensuring adherence to SLAs, OLAs, and KPIs.
Monitor service performance and generate regular reports for stakeholders.
Client Relationship Management
Build and maintain strong relationships with client stakeholders. Conduct regular service review meetings and discuss performance, risks, and improvements.
Understand client business objectives and align service delivery accordingly.
Manage client expectations and address escalations promptly.
Team Leadership and Coordination
Ensure resource planning and allocation meet the demand and project timelines.
Facilitate knowledge sharing and training within the team to enhance skills and service quality.
Process and Quality Management
Implement and enforce ITIL-based processes for incident, problem, change, and release management.
Drive continuous improvement initiatives to optimize service delivery and operational efficiency.
Ensure compliance with industry standards, regulatory requirements, and client policies.
Reporting and Documentation
Prepare and present detailed delivery and performance reports to client and internal management.
Maintain accurate documentation related to service delivery, processes, and issue resolution.
Track and manage risks, issues, and dependencies impacting service delivery.
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