Website:
bxitech.com
Job details:
Job Title: Service Delivery Manager – Application Services
Experience: 8–15 Years
Location: Pune / Mumbai / Noida / Kolkata / Udaipur / Delhi /Bengaluru/ Hyderabad
Employment Type: Full-Time (Hybrid)
Job Summary
We are seeking an experienced Service Delivery Manager – Application Services to oversee the delivery, support, and continuous improvement of enterprise application services across multiple platforms and business units.
The role will be responsible for ensuring high availability, performance, and service quality of business-critical applications, managing SLAs, incident/problem management, stakeholder communication, and continuous service improvement.
The ideal candidate should have strong experience managing application support teams, IT service management frameworks, application lifecycle management, and stakeholder governance in a large enterprise or managed services environment.
Key Responsibilities
Application Service Delivery
- Manage end-to-end delivery of application services including support, maintenance, and enhancements
- Ensure adherence to SLAs, OLAs, KPIs, and service performance metrics
- Maintain high availability, reliability, and performance of business applications
- Coordinate with development, infrastructure, and security teams for smooth service delivery
- Ensure effective incident, problem, and change management processes
Application Support & Operations
- Manage L2/L3 application support teams
- Ensure timely resolution of incidents, service requests, and production issues
- Drive root cause analysis (RCA) and implement permanent fixes
- Ensure proper release management and deployment coordination
- Monitor application performance and system health
Service Governance & Reporting
- Establish and maintain IT service governance frameworks
- Conduct weekly/monthly service review meetings
- Prepare and present MIS reports, service dashboards, and operational metrics
- Track incident trends, system performance, and service improvement opportunities
- Ensure compliance with IT policies, security standards, and regulatory requirements
Transition & Service Stabilization (Critical Requirement)
- Lead application support transitions from development teams or third-party vendors
- Manage knowledge transfer sessions and documentation
- Ensure successful transition planning, execution, and stabilization
- Develop runbooks, SOPs, and support documentation
- Ensure smooth handover of applications into BAU support
Stakeholder & Customer Management
- Act as the primary point of contact for business stakeholders
- Manage escalations and critical incidents
- Ensure transparent communication and issue resolution
- Drive service improvement initiatives based on stakeholder feedback
- Maintain strong relationships with business leaders and IT teams
Continuous Improvement & Automation
- Drive service improvement initiatives
- Identify opportunities for automation and operational efficiency
- Implement monitoring tools, workflow automation, and incident reduction strategies
- Promote DevOps, CI/CD, and modern application support practices
- Support digital transformation initiatives
Team Leadership & People Management
- Lead and manage application support and service delivery teams
- Drive team performance, productivity, and engagement
- Ensure optimal resource planning and workload management
- Mentor team members and develop technical leadership capabilities
- Support hiring, onboarding, and talent development
Required Skills & Experience
Must Have
- 8+ years of experience in IT Service Delivery / Application Support / Managed Services
- Strong experience managing enterprise application support environments
- Experience with SLA, KPI, and service performance management
- Hands-on exposure to incident, problem, change, and release management
- Strong stakeholder management and escalation handling skills
- Experience managing large technical teams
- Strong analytical, troubleshooting, and problem-solving skills
Preferred Skills
- Experience with ERP, CRM, or enterprise business applications
- Knowledge of ITIL framework and ITSM tools
- Experience with DevOps practices, CI/CD pipelines
- Exposure to cloud-based applications (AWS / Azure / GCP)
- Experience with monitoring and observability tools
- ITIL / PMP certifications preferred
Educational Qualification
- Bachelor’s degree in Computer Science, Engineering, or related field
- MBA or equivalent qualification preferred
Key Competencies
- Leadership and team management
- Stakeholder communication and relationship management
- Operational excellence mindset
- Incident and crisis management
- Service improvement orientation
- Strong analytical and reporting skills
- Risk and escalation management
Why Join BXI Technologies?
• Opportunity to lead large-scale enterprise application support programs
• Work with cloud, AI, and digital transformation initiatives
• Exposure to modern DevOps and enterprise technology ecosystems
• Leadership visibility and strategic role exposure
• Competitive compensation and growth opportunities
• Flexible and collaborative work culture
About BXI Tech
BXI Technologies is a purpose-driven technology organization focused on cybersecurity, AI engineering, cloud transformation, and enterprise technology solutions. We partner with organizations to build secure, compliant, and scalable digital ecosystems.
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