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Application Service Delivery Manager

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SGS

3mo ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Quick Apply

AI generated summary

  • You need a relevant degree, customer management experience, strong communication skills, ITIL certification, and the ability to influence and solve problems effectively with a customer-centric mindset.
  • You will assess business requests, resolve stakeholder issues, ensure SLA compliance, manage incident handling, optimize procedures, oversee risk management, and support UAT and project deployment.

Requirements

  • Bachelor’s degree and/or master’s with relevant IT or Computer science background.
  • Customer facing management experience is required.
  • Relevant experience managing requirements through the entire delivery and operational life cycle.
  • Getting commitment to action through consideration of impacts.
  • Combining formal and informal communication channels to achieve the desired result.
  • Excellent verbal and written communication skills.
  • Excellent customer service and good negotiating skills.
  • Ideally certified in IT Service Management (ITIL 4).
  • Broad multi-technology knowledge.
  • Understanding and ability to demonstrate the main principles of Service Management.
  • Ability to influence Internally & Externally.
  • Customer centric mindset.
  • Collaborates Effectively.
  • Analytical and problem-solving skills.

Responsibilities

  • Assess new business requests and propose improvements.
  • Support stakeholders in problem resolution and escalations.
  • Ensure service delivery meets SLAs; negotiate as needed.
  • Diagnose issues and take corrective actions.
  • Regularly optimize methods and procedures.
  • Monitor capacity and address any shortfalls.
  • Confirm that service acceptance criteria are met.
  • Validate incident categorization and prioritization.
  • Approve and support preventive maintenance request fulfillment.
  • Manage the lifecycle of all potential or occurring problems in service delivery.
  • Assess risks related to proposed changes and ensure that changes to products, services, or systems are controlled and coordinated.
  • Approve impact assessments and estimations for application upgrades.
  • Manage business relationships by defining User Acceptance Testing (UAT) cases and supporting deployment plans for projects.
  • Lead scoping, requirements definition, and priority setting for complex, strategic programs.
  • Provide input for requirements analysis and enhancement designs.
  • Authorize deployments and accept major enhancements.
  • Support preventive maintenance activities.
  • Build and manage demand forecasts in alignment with business stakeholders.

FAQs

What is the role of the Application Service Delivery Manager?

The Application Service Delivery Manager (ASDM) oversees the lifecycle of corporate IT applications, including maintenance, development, and deployment, ensuring commitments are met and delivering value to the organization.

What qualifications are required for this position?

Candidates should have a Bachelor’s and/or Master’s degree in IT or Computer Science, relevant customer-facing management experience, and ideally be certified in IT Service Management (ITIL 4).

What are the key responsibilities of the ASDM?

Key responsibilities include managing service delivery, overseeing application maintenance and development, diagnosing issues, ensuring SLAs are met, and promoting continuous improvement.

How does the ASDM handle service delivery management?

The ASDM assesses new business requests, supports stakeholders in problem resolution, monitors service delivery against SLAs, optimizes methods and procedures, and confirms that service acceptance criteria are met.

Is customer service a significant part of this role?

Yes, excellent customer service and negotiation skills are essential for successfully managing relationships and meeting stakeholder needs.

What type of work environment does SGS offer?

SGS offers a global and stable work environment with a flexible schedule and a hybrid work model.

Are there opportunities for professional development at SGS?

Yes, SGS provides continuous learning options through SGS University and Campus for professional development and skills enhancement.

What skills are important for an ASDM at SGS?

Important skills include excellent verbal and written communication, analytical and problem-solving abilities, the ability to influence internally and externally, and a customer-centric mindset.

How does SGS view team culture and diversity?

SGS is committed to fostering an open, friendly, and supportive culture that thrives on teamwork and values diversity, providing endless opportunities to learn and grow.

What is the scope of the Application Maintenance responsibilities?

Responsibilities include validating incident categorization and prioritization, managing the lifecycle of problems in service delivery, and assessing risks related to proposed changes.

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SGS

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