Service Delivery Manager / Technical Lead

V Edge Ai Business Consulting; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

V Edge Ai Business Consulting is seeking an Application Managed Services Manager to oversee service delivery, SLA compliance, governance, and incident coordination. The role requires coordinating with technical teams and business stakeholders to ensure seamless operations.

The ideal candidate has hands-on ITIL experience, ServiceNow expertise, and strong communications to drive continuous service improvements and effective escalation management across critical incidents.

Qualifications

• Experience in IT Service Delivery / Technical Service Management.
• Hands-on knowledge of ITIL frameworks and processes.
• Experience with ServiceNow.
• Working knowledge of Jira and Confluence.
• Strong understanding of SLA, KPI, Incident, Problem, and Change Management.
• Experience in Application Managed Services.
• Excellent stakeholder management, communication, and coordination skills.
• Ability to manage critical incidents and service escalations effectively.

Responsibilities

• Act as the primary day-to-day contact for the Application Managed Services Manager.
• Monitor and manage SLA performance and service delivery commitments.
• Prepare governance reports, service dashboards, and performance updates.
• Coordinate and manage P1/P2 incidents and critical escalations.
• Lead problem management activities and conduct Root Cause Analysis (RCA).
• Manage release readiness, deployment planning, and change management activities.
• Ensure compliance with ITIL processes and service management standards.
• Track incidents, changes, problems, and service requests.
• Coordinate with technical teams and business stakeholders.
• Identify opportunities for continuous service improvement.

Skills

IT Service Delivery

ITIL

Stakeholder Management

Communication

Coordination

Incident Management

Problem Management

Change Management

Service Management

Tools

ServiceNow

Jira

Confluence

Job description

Role & responsibilities

The candidate will be responsible for managing application managed services, ensuring SLA compliance, driving service governance, and coordinating critical incidents and releases.

The individual will act as the primary day-to-day point of contact for the Application Managed Services Manager and ensure seamless service delivery through effective coordination with technical teams and business stakeholders.

• Act as the primary day-to-day contact for the Application Managed Services Manager.
• Monitor and manage SLA performance and service delivery commitments.
• Prepare governance reports, service dashboards, and performance updates.
• Coordinate and manage P1/P2 incidents and critical escalations.
• Lead problem management activities and conduct Root Cause Analysis (RCA).
• Manage release readiness, deployment planning, and change management activities.
• Ensure compliance with ITIL processes and service management standards.
• Track incidents, changes, problems, and service requests.
• Coordinate with technical teams and business stakeholders.
• Identify opportunities for continuous service improvement.

Preferred candidate profile

• Strong experience in IT Service Delivery / Technical Service Management.
• Hands-on knowledge of ITIL frameworks and processes.
• Experience with ServiceNow.
• Working knowledge of Jira and Confluence.
• Strong understanding of SLA, KPI, Incident, Problem, and Change Management.
• Experience in Application Managed Services.
• Excellent stakeholder management, communication, and coordination skills.
• Ability to manage critical incidents and service escalations effectively.

1. Total Experience:
2. Relevant Experience:
3. Current Location:
4. Current Company:
5. Notice Period:
6. Expected Rate / C2C Rate:
7. Availability for Australian Early Morning Shift:
8. C2C Availability:
9. Own Laptop/System Availability: