Senior manager, managed services delivery, india

Job Summary

The Senior Service Delivery Manager will be responsible for leading end-to-end service delivery for application support, platform management, production operations, and technical support services across enterprise applications and insurance technology platforms.

This role will own operational stability, SLA performance, incident/problem/change management, platform governance, client stakeholder management, team leadership, and continuous service improvement. The ideal candidate should have strong experience managing L1/L2 support teams, managed services operations, cloud/platform environments, ITSM processes, and client-facing delivery governance. The role requires a strong blend of technical operations leadership, service management discipline, people management, client communication, and continuous improvement mindset.

Principal Responsibilities

Service Delivery & Operations Management

Own end-to-end daily delivery for application support, platform management, technical operations, and managed services. Ensure performance to contractual commitments: SLAs/OLAs/KPIs, including service availability, responsiveness, and quality. Manage operational execution: ticket queues, backlog, triage, escalations, incidents, service requests, and production support routines. Lead operational governance cadence (daily/weekly/monthly) with internal teams and client stakeholders; track actions to closure. Ensure clean transition from project delivery into steady-state support (handover readiness, support model, documentation, monitoring).

Service Reporting, Metrics, Knowledge, & Governance Packs

Define and track operational KPIs such as SLA compliance, incident aging, MTTR, ticket trends, backlog reduction, first-time-right, reopen rate, change success rate, uptime, and CSAT. Produce monthly service reports, dashboards, exec summaries, and governance decks; provide clear narrative on drivers, risks, and mitigations. Analyze trends/recurring issues to identify root themes, automation candidates, and service improvement opportunities. Ensure operational artifacts are current and accurate: SOPs, runbooks, knowledge articles, RCA reports, and standard operating procedures.

Application Support & Platform Management

Lead L1/L2 support across business applications, insurance platforms, data platforms, integrations, APIs, and cloud-hosted services. Oversee monitoring, troubleshooting, root cause analysis, environment management, release support, and recurring operational activities. Ensure availability, performance, stability, and operational resilience; partner with engineering/product/infra/Dev Ops/QA/security for complex issues. Own major incident management: escalation handling, stakeholder communications, service restoration, and post-incident follow-through. Drive ITIL adherence across incident, problem, change, release, configuration, and knowledge management; participate in CAB and enforce change controls. Maintain operational readiness for releases/production changes (readiness checks, deployment support, rollback planning, coordination). Coordinate platform upgrades, patching, access management, configuration support, and environment readiness.

Continuous Improvement, Automation & Stakeholder Management

Drive automation for repetitive support work (monitoring, alerting, reporting, workflows) to reduce manual effort, ticket volume, and MTTR. Promote proactive operations: preventive maintenance, problem elimination, self-healing, and improved observability/alert quality. Implement best practices for service industrialization, shift-left support, and knowledge reuse across tiers. Ensure compliance with internal policies, client requirements, audit controls, and security standards; maintain audit readiness. Manage operational risk: access reviews, vulnerability remediation coordination, privacy/regulatory alignment, DR/BCP and resilience procedures. Serve as primary delivery interface to client/business stakeholders; provide transparent updates on SLA performance, risks, issues, escalations, and improvement plans. Manage expectations during incidents/disruptions/releases and support QBRs and executive governance discussions.

Team Leadership & People Management

Lead a multi-role operations organization (service managers, technical leads, support engineers, platform analysts, operations specialists). Define operating model: org structure, role clarity, RACI/accountability, shift/coverage model, on-call, and escalation matrix. Drive performance management, coaching/mentoring, training plans, utilization, and capability development aligned to service needs. Build a high-performing culture focused on ownership, responsiveness, customer outcomes, quality, and continuous improvement. Support hiring, onboarding, resource planning, succession planning, and skill development across the team.

Minimum Qualifications

Degree - Bachelors / Masters Working Experience 12-18 years of overall IT experience. Minimum 6-8 years in service delivery management, application support, technical operations, or managed services leadership. Experience managing L1/L2 application support teams in a client-facing delivery environment. Strong exposure to ITIL processes, production support governance, incident/problem/change management, and SLA-based delivery. Experience managing enterprise applications, web applications, APIs, integrations, data platforms, or cloud-hosted platforms. Prior experience in insurance, financial services, and enterprise Saa S platforms will be preferred. Experience managing offshore/nearshore delivery teams and global stakeholders is highly desirable.

Behavioral/Technical Skills; Competencies

Must-Have Skills

Application Support / Production Support Management Platform Operations / Technical Operations ITIL / ITSM Process Management Incident, Problem, Change & Release Management SLA / KPI / OLA Governance Client Stakeholder Management L2 / L3 Support Leadership Service Reporting & Operational Dashboards Root Cause Analysis and Continuous Improvement Team Leadership and Resource Management

Key Competencies

Strong service ownership and accountability Excellent client-facing communication Ability to manage ambiguity and high-pressure production situations Strong analytical and problem-solving skills People leadership and coaching capability Executive reporting and governance discipline Continuous improvement mindset Strong prioritization and escalation management Ability to balance technical depth with business impact

Good-to-Have Skills

Insurance domain platforms such as Insurity, Duck Creek, Guidewire, INSTANDA, AMS360, Sagitta, Epic, or similar platforms Cloud exposure: Azure / AWS Dev Ops tools: Azure Dev Ops, Git Hub, Jenkins, CI/CD pipelines Monitoring tools: App Dynamics, Dynatrace, Splunk, Datadog, Cloud Watch, Azure Monitor ITSM tools: Service Now, Jira Service Management, Freshservice, BMC Remedy Database exposure: SQL Server, Oracle, Postgre SQL, Snowflake Integration/API understanding: REST APIs, middleware, ETL/data pipelines Automation exposure using Power Shell, Python, RPA, or AI-enabled support tools