Service Delivery Manager SDM L2 Application Support

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., 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

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

Skills

Mandatory Skills : Service Delivery Manager L2 Application Support ITIL Foundation / ITIL 4 knowledge

(part of Larsen and Toubro (L&T)) 3.73.7 out of 5 stars Chicago, IL $65 - $75 an hour, Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Life insurance, 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., Compensation range: $65.00 to $75.00 per hour

LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert