Service Delivery Manager SDM L2 Application Support

Service Delivery Manager SDM L2 Application Support Role Summary The Service Delivery Manager SDM is responsible for managing end-to-end service delivery for Application Support and Maintenance AMS engagements The role ensures adherence to SLAs KPIs drives operational excellence manages client relationships oversees incident problem change management processes and leads L2 support teams to deliver high quality support services. Key Responsibilities Service Delivery Management Own service delivery for L2 Application Support engagements Ensure compliance with contractual SLAs OLAs and KPIs Monitor incident service request problem and change management processes Drive service quality operational efficiency and customer satisfaction Conduct weekly monthly and quarterly service reviews with stakeholders LTM CCR No4554091004 PDF SUPP Serv Management PDF Incident Problem Management Govern Major Incident P1P2 resolution and stakeholder communications Review recurring incidents and drive root cause analysis RCA Establish preventive and corrective action plans Ensure timely escalation to technical SMEs vendors and L3 teams Drive reduction in ticket volumes and MTTR through continual improvement Major Inci8808877479 PDF LTM CCR No4554091004 PDF Team Leadership Lead L2 support engineers across application and technology domains Manage resource planning utilization shift rosters and on call schedules Conduct performance reviews mentoring and skill development Drive knowledge management and cross training initiatives LTM CCR No4554091004 PDF Stakeholder Client Management Act as the primary point of contact for client leadership Present service reports risks escalations and improvement initiatives Build trusted client relationships and manage expectations Coordinate with business teams vendors infrastructure teams and development teams Major Inci8808877479 PDF LTM CCR No4554091004 PDF Governance Reporting Prepare SLA KPI CSAT backlog and operational dashboards Track risks issues action items and service improvement plans Govern compliance audit and documentation requirements Manage service reviews QBRs and executive reporting LTM CCR No4554091004 PDF BPOPBPOs Approach PDF Continuous Improvement Drive automation shift left initiatives and operational excellence programs Improve MTTR FTR ticket reduction and overall support maturity Promote AI Copilot driven support improvements and proactive monitoring Maintain and enhance Knowledge Base and KEDB repositories LTM CCR No4554091004 PDF CTLG Enter Catalogue Word Required Skills: Functional ITIL Foundation ITIL 4 knowledge Incident Problem Change Release and Service Level Management SLA and KPI management Client and vendor management Major Incident Management Technical Experience managing application support engagements Understanding of databases integrations middleware cloud platforms and enterprise applications Familiarity with ServiceNow Jira monitoring tools dashboards and reporting platforms Knowledge of automation and AI enabled operations is preferred LTM CCR No4554091004 PDF CTLG Enter Catalogue Word Experience 10 to15 years in Application Support Managed Services 35 years in SDM Delivery Manager or Operations Manager roles Experience handling global support teams and client facing delivery Proven track record in SLA driven support engagements Key KPIs SLA Compliance MTTR Mean Time to Resolution Incident Backlog Reduction CSAT Score First Time Resolution FTR RCA Compliance Automation Benefits Realization Team Utilization Productivity Audit Compliance Adherence

Mandatory Skills : Service Delivery Manager L2 Application Support ITIL Foundation / ITIL 4 knowledge Title: Service Delivery Manager SDM L2 Application Support location: Chicago, IL onsite Duration: C2H

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”): Benefits and Perks:

Comprehensive Medical Plan Covering Medical, Dental, Vision Short Term and Long-Term Disability Coverage 401(k) Plan with Company match Life Insurance Vacation Time, Sick Leave, Paid Holidays Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer : The compensation and benefits information provided herein is accurate as of the date of this posting. LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.