Designation: Delivery Manager Credit Cards & Loans Applications Support Lead

Experience: 18+ years, immediate joiner, work from office.

Location Details: Thurbhe/Malad, Mumbai.

Mode of Interview: 1st & 2nd round virtual.

Key Responsibilities:

1. Service Delivery & Production Support:

- Own the availability, stability, and performance of credit card and loan applications.

- Drive incident, problem, and change management processes in line with ITIL standards.

- Ensure regulatory and compliance requirements are met for all application changes.

- Establish SLAs and KPIs, monitoring performance and ensuring continuous improvements.

2. Change & Release Management:

- Plan and deliver application enhancements, upgrades, and regulatory changes.

- Coordinate with development, testing, infrastructure, and vendor teams to ensure timely releases.

- Oversee release governance, risk assessment, and rollback strategies.

3. Stakeholder Management:

- Act as a single point of contact (SPOC) for credit card and loan application delivery.

- Partner with business product owners, operations, risk, and compliance teams to capture requirements and align delivery.

- Communicate delivery status, risks, and issues to senior management.

4. Vendor & Partner Management:

- Manage third-party vendors and technology partners for application support and enhancements.

- Negotiate SLAs and ensure compliance with contractual obligations.

5. Leadership & Team Management:

- Lead a team of application support analysts, engineers, and SMEs across credit card and loan platforms.

- Foster a culture of ownership, accountability, and continuous improvement.

- Drive knowledge management, training, and succession planning.

Required Skills & Competencies:

- Banking domain expertise in credit card and loan systems (origination, servicing, collections, payments, etc.).

- Strong experience in IT service delivery and application support management.

- Knowledge of ITIL processes, incident/problem/change management.

- Hands-on experience in core banking platforms, middleware, APIs, and digital channels.

- Ability to manage large cross-functional programs with multiple stakeholders.

- Strong vendor management and contract governance experience.

- Excellent communication, negotiation, and leadership skills.

Performance Metrics:

- Application uptime and SLA adherence.

- MTTR (Mean Time to Restore) and incident reduction.

- Regulatory change delivery on schedule.

- Business satisfaction scores (CSAT/NPS).

- Cost efficiency and vendor performance.

Mandatory Qualifications:

- Bachelors degree in computer science, IT, or related field (Masters preferred).

- 18+ years of experience in IT service delivery / production support, with at least 5 years in banking applications.

- ITIL certification mandatory; PMP/Prince2 or Agile delivery certifications preferred.