[Hiring] Service Delivery Manager @Centric Group

Role Description

AppCentric is currently seeking a Service Delivery Manager to join our dynamic, highly motivated Service Delivery Team.

• Manage the operations of Application Services for our client
• Operation governance, service provider relationship management, service delivery, service level agreement monitoring and measurement, manage incident escalations, problem management, service request management, service delivery change management and continuous improvements
• Ensure efficient & effective day-to-day operation of applications
• Responsible for seamless application support across service provider(s) and internal resources
• Manage IT Service Providers on a day-to-day basis to deliver stable, effective and efficient IT operations
• Escalation point for application Incident resolution
• Actively monitors 3rd party delivery of day-to-day activities to operate application environment (batch jobs, system metrics, etc) and ensures effective completion
• Accountable for managing enhancement request completion; Supporting Business Partner – re . budget, schedule, execution oversight (as necessary)
• Ensures operational effectiveness and efficiency of application Incident and Problem Management processes
• Monitors and tracks all application incident trends and ensures root cause and problem management processes are executed and documented, regardless of incident level and/or resolver group
• Proactively monitor SLAs OLAs* with 3rd parties to ensure application environment meets overall service levels particularly availability

Qualifications

• 5+ years of experience in IT industry
• Service Delivery Management experience
• Strong Project Management (3+ years)
• Technical background with a thorough understanding of the software development lifecycle
• Operational Process development experience
• Apply AppCentric quality methodologies across the portfolio; understanding a wide range of technologies offerings delivered to a large number of clients
• Solid organizational skills and ability to work with multiple priorities
• Excellent verbal, written, and interpersonal communication skills including the ability to work with diverse personalities
• Overall understanding of multiple technologies including, SAP, Oracle, SailPoint, etc.
• Overall understanding of how applications are designed, built, tested and most importantly supported
• Knowledge of service transition

Requirements

• Mid-Senior Level