Service Manager - Application Maintenance Support
Years of Experience: 13-16 Years
Job Summary: We are seeking an experienced Service Manager with 13-16 years of IT service delivery and application management experience to lead and manage end-to-end Application Maintenance Support (AMS). The ideal candidate will demonstrate strong ownership of service operations, stakeholder management, and ITIL-driven processes, with a focus on continuous service improvement to ensure high availability, stability, and performance of business-critical applications.
Responsibilities
- Service Delivery & Operations
- Lead and manage the Application Maintenance Support function, ensuring adherence to SLAs, OLAs, and KPIs.
- Oversee incident, problem, change, and release management processes in accordance with ITIL standards.
- Ensure high availability, stability, and performance of supported applications across business units.
- Stakeholder & Client Management
- Act as the primary point of contact for senior business and IT stakeholders.
- Provide regular service reviews, status reporting, and governance updates.
- Handle escalations with a customer-first approach and drive permanent fixes.
- Team & Vendor Management
- Manage and mentor a cross-functional team of support engineers, analysts, and leads.
- Coordinate with third-party vendors, ensuring alignment with contractual obligations.
- Optimize resource allocation and drive productivity improvements.
- Process & Continuous Improvement
- Drive automation, proactive monitoring, and preventive maintenance practices.
- Implement service improvements to reduce incidents and increase efficiency.
- Ensure compliance with security, regulatory, and audit requirements.
- Financial & Governance
- Manage budgets, cost optimization, and forecast resource needs for AMS.
- Support P&L accountability by ensuring effective effort burning and revenue recognition.
- Contribute to quarterly and yearly planning for AMS service lines.
Mandatory Skills
- Strong expertise in Application Maintenance & Support (L1/L2/L3 support) for large-scale enterprise applications.
- Proven track record in IT Process Management, ITIL processes, and SLA governance.
- Hands-on experience in incident, problem, change, and release management.
- Strong TA-Stakeholder management and Communication Skills (CxO and business-level interactions).
- Ability to lead and motivate distributed delivery teams across geographies.
- Familiarity with deployment, Cloud platforms (AWS/Azure), automation, and monitoring tools is highly desirable.
- Solid quantitative analysis and problem-solving mindset with a focus on root cause elimination.
Preferred Skills
- Experience with automation tools and methodologies.
- Knowledge of emerging technologies and trends in IT service management.
Qualifications
- Bachelors degree in computer science, Information Technology, or related discipline (masters preferred).
- ITIL v3/v4 certification is mandatory.
- PMP / Prince2 / Agile certifications are an added advantage.
Project Management
