Lead Service Delivery Manager

Job Summary

The Senior Service Delivery Manager is responsible for managing day to day support of large scale maintenance projects meeting customer requirements and service level agreements. The role ensures the team conducts health checks, application monitoring, handles customer queries, investigates incidents, resolves issues, and applies fixes. The Senior Service Delivery Manager ensures incidents are tracked and closed effectively. The role also supports the Program Manager in training and guiding junior team members.

Responsibilities 

• Act as focal point for all support related queries and issues
• Review transition plans, enhancement milestones and deliverables with support teams and customers
• Ensure all support tasks and deliverables meet quality and service levels
• Conduct regular reviews of services against SLAs and KPIs to ensure alignment with customer expec...