The IT Application Service Delivery Manager oversees end-to-end application service delivery, focusing on operational stability, incident management, and continuous improvement while leveraging ServiceNow ITSM.
Job Description
Experience
15+ years of overall IT experience
10+ years in Application Service Delivery / Application Operations / IT Service Management
Role Summary
The IT Application Service Delivery Manager is responsible for end‑to‑end service delivery, operational stability, and continuous improvement of enterprise applications. This role ensures that application services meet business expectations for availability, performance, responsiveness, and change reliability, leveraging ServiceNow ITSM as the system of record.
The role focuses exclusively on application support and service management and does not include infrastructure ownership.
Key Responsibilities
1. Application Service Delivery Ownership
- Own service delivery for enterprise applications (ERP, Finance, HR, CRM, BI, SaaS, and custom applications).
- Ensure applications meet agreed SLAs, OLAs, and business KPIs.
- Act as the single point of accountability for application service performance.
- Coordinate L2/L3 application support teams and AMS vendors.
2. ServiceNow‑Based ITSM Governance
- Govern application support processes using ServiceNow ITSM, including:
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Knowledge Management
- Ensure ticket quality, proper prioritization, escalation, and closure.
- Drive SLA compliance, queue discipline, and reporting accuracy.
- Improve application knowledge base usage and self‑service adoption.
3. Incident & Major Incident Management
- Lead application‑related incidents and major incidents, including triage and resolution coordination.
- Manage stakeholder communication and business impact updates.
- Drive post‑incident reviews and corrective/preventive actions.
- Reduce repeat incidents and production defects.
4. Problem Management & Stability Improvement
- Own Root Cause Analysis (RCA) governance for application issues.
- Identify recurring application errors, gaps, or design issues.
- Partner with application teams and vendors to implement permanent fixes.
- Track and reduce problem backlog over time.
5. Change & Release Management (Applications)
- Govern application changes and releases through CAB and change approval processes.
- Assess risk, business impact, and deployment readiness.
- Improve change success rate and reduce incidents caused by application changes.
- Ensure effective release communication and post‑production validation.
6. Vendor & Stakeholder Management
- Manage AMS partners and application vendors against SLAs.
- Lead vendor performance reviews and improvement plans.
- Act as the escalation point for service delivery issues.
- Build strong relationships with business stakeholders, product owners, and leadership.
7. Reporting, Metrics & Continuous Improvement
- Own operational dashboards and service metrics using ServiceNow reports / Performance Analytics.
- Track and improve KPIs such as:
- SLA compliance
- MTTR
- Incident trends
- Change success rate
- Drive continuous improvement through process optimization, automation, and standardization.
Key Skills & Competencies
- Strong experience in Application Service Delivery / Application Operations
- Solid working knowledge of ITIL processes
- Hands‑on operational experience with ServiceNow ITSM
- Strong vendor and stakeholder management skills
- Excellent analytical, communication, and problem‑solving abilities
- Ability to manage multiple applications and priorities effectively
Preferred Qualifications
- Bachelor’s degree in IT / Engineering or equivalent experience
- ITIL v3 / v4 Foundation certification
- ServiceNow Certified System Administrator (CSA) – preferred
- Experience supporting large enterprise or SaaS‑based applications
- Experience in regulated or enterprise environments
Personal Attributes
- Strong ownership and accountability
- Business‑focused, customer‑centric mindset
- Calm and decisive during high‑impact incidents
- Data‑driven and continuously improvement‑oriented
Top Skills
Itil V3
Itil V4
Performance Analytics
Servicenow Itsm
Similar Jobs
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
The role involves developing executive-level relationships, managing end-to-end customer engagement, and demonstrating effective solution-based sales processes in complex sales campaigns with enterprise customers.
Artificial Intelligence • Big Data • Cloud • Information Technology • Machine Learning • Software
The role involves analyzing customer datasets, maintaining Nexthink operations, advising on digital transformation, and providing technical expertise in end-user computing issues.
Top Skills:
AnalyticsAutomationIt OperationsNexthinkOffice 365Windows 11
Cloud • Information Technology • Security • Software • Cybersecurity
Drive sales into BFSI enterprise accounts across Western India by executing strategic selling activities and maintaining strong relationships with key decision makers to achieve revenue targets.
Top Skills:
Cdn SolutionsNetwork Security
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
