Hybrid Senior Application Delivery Lead

Falcon Smart IT Limited

Greater London

Hybrid

GBP 90,000 - 120,000

Full time

14 days+

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Job summary

Falcon Smart IT Limited is seeking a Senior Service Delivery Manager to own end-to-end delivery for Application Management Services in London. You will lead a cross-functional team of ~36 resources spanning development, testing, DBA, Scrum Master, and production support, ensuring KPI/ SLA performance and governance excellence.

The role requires deep ITIL knowledge, strong stakeholder management, and a track record in continuous improvement and service reporting.

Qualifications

12+ years of IT service delivery, application management, or managed services.
Experience leading large cross-functional application support and development teams.
Strong ITIL knowledge, including incident, problem, change, release, request and service-level management.
Excellent stakeholder and executive-level communication and governance.
Proven track record in SLAs, KPIs, OLAs, and customer governance.
Experience with service reporting, dashboards, trend analysis and operational metrics.

Responsibilities

Own end-to-end service delivery for Application Management Services.
Lead and coordinate a cross-functional team (~36 resources).
Oversee delivery across development, testing, DBA, Scrum Master, production support.
Ensure achievement of KPIs, SLAs, OLAs and quality targets.
Monitor incidents, problems, changes, releases, risks and dependencies.
Conduct regular service reviews and governance reporting.
Drive continuous improvement and corrective actions.
Support budgeting, forecasting and contract deliverables.
Mentor team leads and drive a culture of accountability.