Information Technology Service Delivery Manager

Title:- Information Technology Service Delivery ManagerLocation:- Los Angeles, CA (Hybrid)Ensure SLA compliance and maintain high availability of business-critical applications/systems.Take ownership of application downtime incidents and act as the primary escalation point during outages.Leverage a strong development background to better understand application behavior, logs, and issue diagnosis.Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles.Manage major incidents with clear, timely stakeholder communication.Oversee end-to-end application support lifecycle (incident, problem, change coordination)Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoringPerform issue triage with leads/technical teams to identify root causes and drive resolutionLead cross-functional teams (L2/L3, infra, vendors) for efficient incident managementPlan and execute preventive & corrective maintenanceTrack and improve incident trends, recurring issues, and service performanceDevelop MIS/operational reports and dashboards (Excel)Drive service reviews and continuous improvement initiativesMaintain documentation, SOPs, and service logsDemonstrate strong stakeholder management across business and IT teamsMentor team on incident handling, RCA quality, and support best practices