Application Service Delivery Manager

1. Assume operational ownership for a broad portfolio of contractual SLAs/KPIs across L1-L3 support tiers, including Mean Time to Acknowledge (MTTA), Mean Time to Resolve (MTTR), First Contact Resolution (FCR), stringent Uptime/Availability targets, and Batch Run Windows.
2. Monitor real-time operational queues and SLA burn-down rates; proactively implement mitigation protocols before near-breaches impact business functions.
3. Manage contractual service-performance obligations and associated risks, and SLA dispute resolutions through auditable data tracking and ITSM platform logging.
4. Serve as the senior operational escalation authority for all Priority 1 (P1) and Priority 2 (P2) major incidents affecting ERP, MES shop-floor production lines, CX omnichannel services, or executive BI feeds.
5. Champion rigorous Problem Management post-incident: enforce Root Cause Analysis (RCA) completion within defined turnaround requirements and track corrective/preventive actions (CAPA) to completion to permanently eradicate recurring defects.
6. Manage delivery across multiple application domains with varying architectures and operational constraints.
7. Drive a shift-left support culture, transitioning repetitive L2/L3 troubleshooting into documented L1 runbooks and automated self-healing scripts.
8. Identify application technical debt, end-of-life runtimes, and fragile point-to-point interfaces within legacy systems; partner with Enterprise Architecture to build modernization and refactoring business cases.

1. The Service Delivery Manager (SDM) - Application Management Operations is accountable for the end-to-end operational stability, performance governance, and contractual compliance of a complex, mission-critical enterprise application ecosystem.
2. This portfolio encompasses a hybrid mix of modern SaaS/cloud platforms and legacy on-premises applications across Enterprise Resource P lanning (ERP), Customer Experience (CX), Manufacturing Execution Systems (MES), and Business Intelligence (BI/Data Analytics).
3. Operating within an environment governed by high-density, stringent Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and mission-critical uptime targets, the SDM serves as the operational anchor.
4. The role requires rigorous incident/problem management leadership, cross-functional vendor orchestration, tech-debt risk management, and proactive Continual Service Improvement (CSI) to ensure factory floors run without interruption, financial closing cycles execute flawlessly, customer-facing touchpoints maintain zero disruption, and executive analytics refresh reliably.

Qualifications

BACHELOR OF COMPUTER SCIENCE