Senior Service Delivery Manager

Hi, Position: Service Delivery Manager- Health care & insuranceLocation: Duluth, GeorgiaMode of work:- OnsiteSalary:- $130K-$135K Max FULL TIMEJob Description:-Required Skills and Qualifications10+ yrs of experience, with SDM role of atleast 5 yrs supporting Applications in a Managed servicesProven experience as a Service Delivery Manager or similar role, in a Managed Services engagement.Strong knowledge of Application Support in the Insurance domain.Familiarity with ITIL framework and service management best practices.Excellent client-facing and communication skills.Ability to manage multiple priorities and lead cross-functional teams.Team Leadership and CoordinationStrong problem-solving and analytical skills.Experience with service reporting tools and dashboards.Bachelor's degree in Computer Science, Information Technology, or related field preferred. Preferred QualificationsExperience working with insurance applications and platforms.Supported engagements with Applications in IBM Mainframe technologies.Certifications such as ITIL Foundation, PMP, or equivalent.Knowledge of monitoring and ticketing tools (e.g., ServiceNow, JIRA).Experience in managing and organizing effectively within a dynamic environment where parallel projects need planning, guidance and agilityExperience in using current industry standard business tools for communication, collaboration, planning, tracking and reporting.Excellent analytical, organizational, time management, verbal, and written skills and detail-oriented Experience in leading / driving Major Incident calls to speed resolutionSelf-starter with ability to work independently under pressure and react quickly and in support of changing priorities Key ResponsibilitiesService Delivery ManagementManage day-to-day delivery of application support services ensuring adherence to SLAs, OLAs, and KPIs.Monitor service performance and generate regular reports for stakeholders.Client Relationship ManagementBuild and maintain strong relationships with client stakeholders. Conduct regular service review meetingsand discuss performance, risks, and improvements.Understand client business objectives and align service delivery accordingly.Manage client expectations and address escalations promptly.Team Leadership and CoordinationEnsure resource planning and allocation meet the demand and project timelines.Facilitate knowledge sharing and training within the team to enhance skills and service quality.Process and Quality ManagementImplement and enforce ITIL-based processes for incident, problem, change, and release management.Drive continuous improvement initiatives to optimize service delivery and operational efficiency.Ensure compliance with industry standards, regulatory requirements, and client policies.Reporting and DocumentationPrepare and present detailed delivery and performance reports to client and internal management.Maintain accurate documentation related to service delivery, processes, and issue resolution.Track and manage risks, issues, and dependencies impacting service delivery.