ITSM Service Delivery Manager

ITSM Service Delivery Manager (Application Support & Delivery)Location: Culver City / Los Angeles, CA (4 Days Onsite)Duration: Long TermRole Overview:Seeking a strong Service Delivery Manager with hands-on experience in application support, incident management, and end-to-end service delivery for business-critical applications. Ideal candidates should have a solid background in SDLC, release management, and production support with strong troubleshooting and stakeholder management skills.Key Responsibilities:Ensure SLA compliance and high availability of applicationsManage P1/P2 incidents with effective communication and resolution trackingPerform application-level triage using logs, APIs, and monitoring toolsCoordinate with L2/L3 support, development teams, and vendorsDrive RCA, defect resolution, and preventive improvementsHandle incident, problem, and change management via ServiceNowAlign support activities with SDLC and release cyclesMonitor KPIs including SLA, MTTR, and incident reductionRequired Skills:Strong application support & service delivery experience (L2/L3)Good understanding of SDLC, release management, and production supportExperience with ServiceNow and ITSM processesKnowledge of APIs, microservices, and distributed systemsStrong troubleshooting and RCA capabilitiesExcellent communication and stakeholder management skillsContinuous improvement and service optimization mindset