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/DevOps/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 SaaS 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
• DevOps tools: Azure DevOps, GitHub, Jenkins, CI/CD pipelines
• Monitoring tools: AppDynamics, Dynatrace, Splunk, Datadog, CloudWatch, Azure Monitor
• ITSM tools: ServiceNow, Jira Service Management, Freshservice, BMC Remedy
• Database exposure: SQL Server, Oracle, PostgreSQL, Snowflake
• Integration/API understanding: REST APIs, middleware, ETL/data pipelines
• Automation exposure using PowerShell, Python, RPA, or AI-enabled support tools