Service delivery Manager (NCS/Job/ 3938)

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, IT, or related field.
• 8–12+ years in IT services/application support, with 3+ years managing L2/L3 support teams.
• Proven experience managing service delivery for IBM AS400 (iSeries) and/or Microsoft Dynamics 365 (D365) support engagements — managing teams, SLAs, and escalations for either or both platforms is required. Hands-on support/technical experience on these platforms is a strong plus but not mandatory.
• Strong working knowledge of ITIL framework (Incident, Problem, Change, Service Level Management); ITIL certification preferred.
• Proven track record of meeting SLAs and managing escalations in a 24x7 / follow-the-sun support model.
• Hands-on familiarity with ticketing/ITSM tools (ServiceNow, Jira Service Management, Remedy, etc.).
• Technical breadth across application support, databases (SQL), APIs/integrations, cloud (Azure/AWS/GCP), monitoring/observability tools, and basic scripting.
• Excellent communication, stakeholder management, and people-leadership skills.
• Platform Delivery Experience (AS400 and/or D365)
• IBM AS400 / iSeries
• Managing delivery and support teams responsible for AS400-based applications (RPG/CL, DB2/400, batch/job scheduling).
• Governing SLAs, escalations, and continuous improvement for iSeries production environments.
• Hands-on support experience (troubleshooting jobs, spool files, interfaces) is a plus.
• Managing delivery and support teams for D365 modules (Finance & Operations, Supply Chain, Sales/CE, etc.) in production.
• Governing incident/problem management across configurations, integrations (Power Platform, APIs), and release cycles.