What are the responsibilities and job description for the ITSM Service Delivery Manager position at CoreTek Labs?
ITSM Service Delivery Manager (Application Support & Delivery)
Location: Culver City / Los Angeles, CA (4 Days Onsite)
Duration: Long Term
Role Overview:
Seeking a strong Service Delivery Manager with hands-on experience in application support, incident management, and end-to-end service delivery for business-critical applications. Ideal candidates should have a solid background in SDLC, release management, and production support with strong troubleshooting and stakeholder management skills.
Key Responsibilities:
- Ensure SLA compliance and high availability of applications
- Manage P1/P2 incidents with effective communication and resolution tracking
- Perform application-level triage using logs, APIs, and monitoring tools
- Coordinate with L2/L3 support, development teams, and vendors
- Drive RCA, defect resolution, and preventive improvements
- Handle incident, problem, and change management via ServiceNow
- Align support activities with SDLC and release cycles
- Monitor KPIs including SLA, MTTR, and incident reduction
Required Skills:
- Strong application support & service delivery experience (L2/L3)
- Good understanding of SDLC, release management, and production support
- Experience with ServiceNow and ITSM processes
- Knowledge of APIs, microservices, and distributed systems
- Strong troubleshooting and RCA capabilities
- Excellent communication and stakeholder management skills
- Continuous improvement and service optimization mindset