Service Delivery Manager — Hypercare & Long-term Support
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Key skills for this role
Key Skills for This Role
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Key Responsibilities
- Plan and run three-month hypercare periods for each delivery wave.
- Provide heightened monitoring, issue triage, ServiceNow-based incident and problem management, and required incident reporting.
- Establish the L1–L3 steady-state support model, runbooks, SLA/OLA measurement, monthly reporting, and change and release cycles.
- Act as business continuity and disaster recovery coordinator.
- Manage support consultants, on-call arrangements, and escalations with the client's IT organisation and accredited service provider.
- Track service credits, availability, and performance metrics, and drive continuous improvement and scalability planning.
Required Experience and Skills
- At least 8 years of IT service management experience.
- At least 3 years managing application support or hypercare for enterprise integration or ERP solutions.
- ITIL 4 Foundation certification is required; ITIL 4 Managing Professional is preferred.
- Experience with SLA-governed contracts, ServiceNow, incident, problem, and change processes, and monthly service reporting.
- Understanding of integration monitoring, observability, and finance-process context.
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