A Service Delivery Manager is expected to:

-\tManage day to day Operations and Maintenance (O&M) Application support activities, including monitoring of Application related Production Tickets raised

-\tBe responsible for tracking O&M Application team's output against Service Level Agreement (SLA) and oversee team's adherence to SOPs

-\tConsistently review and analyse standard and quality of Application team's deliverables and implements changes as necessary

-\tPlan and prioritize Application Incident, Problem and SR tickets to minimize delays and risks and to maintain a healthy backlog

-\tPoint of escalation for Application related Production Tickets

-\tQuality control through review and approve deployment to UAT and Production environments.

-\tCoordinate within Accenture and with other 3rd Party vendors to deliver the O&M Monthly Progress report promptly

-\tSupport Service Delivery Manager to prepare and share weekly Service Management report (Incident, Problem, Service Request management) to Service Delivery Management Office Committee members.

-\tConduct Fortnightly/Weekly (frequency to be aligned with Service Delivery Manager) O&M meeting with client working team to provide status of Application related O&M Tickets and to discuss issues (if any)

-\tReview IBM PA application fixes by O&M Application Team