Job Description
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
Responsibilities
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 war‑room 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.
Qualifications
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)
SFIA SkillLevelDescriptionExpected Proficiency
ITMG 6 Service management leadership Expert in governance & delivery
USUP 6 Incident management Drives major incident process
ASMG 6 Asset & service governance Ensures lifecycle management
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.
#KGS
