Job Title: Service Delivery Support

Job Description:

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

Skills & Experience Required:

∙ 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 interpersonal 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

Responsibilities:

∙ 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