Service Delivery Manager - Desktop Applications

Service Delivery Manager - Desktop Applications

Description:

The Service Delivery Manager is responsible for end-to-end operational governance, service performance, stakeholder engagement, and delivery assurance for Desktop Application Support services. The SDM ensures that service levels, quality metrics, compliance, and customer expectations are consistently met. The role drives continuous improvement, oversees cross-functional coordination, manages escalations, and ensures seamless execution of all service activities across application lifecycle, support, packaging, deployment, and compliance areas. ITIL certification mandatory.

Responsibilities:

- Responsible for the complete delivery of Desktop Application Support services

- Make sure service targets (SLAs, KPIs, contracts) are met

- Be the main contact for clients and business teams and handle escalations

- Review service performance regularly and share dashboards and improvements

- Keep services stable and ensure processes and standards are followed

- Lead and guide application and engineering teams to deliver work on time

- Identify and fix issues early, and manage major incidents and root cause analysis

- Coordinate with security, infrastructure, and deployment teams

- Manage changes, patches, releases, and deployments

- Plan resources, manage team skills, and support onboarding/offboarding

- Ensure security, compliance, audits, and license management are followed

- Control costs, track usage, and find ways to save money

- Drive continuous improvement, automation, and better service quality

Skills & Experience:

- Strong knowledge of End User Computing (EUC) and desktop application environments

- Hands-on understanding of application packaging and deployment tools such as Intune and SCCM

- Good knowledge of ITSM processes including Incident, Problem, Change, and Service Request management

- Understanding of security, compliance frameworks, vulnerability management, and patch governance

- Ability to analyze service metrics, trends, and operational data

- Experience identifying automation and process improvement opportunities

- Strong stakeholder management and communication skills

- Proven ability to lead and manage multi-functional technical teams

- Strong presentation skills for senior management and business stakeholders

- Experience handling escalations and managing priorities effectively

- Ability to influence decisions and drive service improvements

Qualifications:

- Bachelors degree in IT, Computer Science, Engineering, or related field.

- 15+ years of IT Service Delivery or End User Computing experience.

- 7+ years in a Service Delivery Manager or equivalent leadership role.