Service Manager – Enterprise Application Support

About the role

Responsible for leading the delivery, governance, and continuous improvement of enterprise application support and managed services engagements. Oversees service operations, stakeholder management, transition activities, risk management, and service quality initiatives to ensure operational stability, business continuity, and alignment with organizational objectives.

Key responsibilities

• Lead application management and managed services delivery to ensure operational stability and service excellence.
• Govern service delivery processes, ensuring compliance with policies, quality standards, and contractual commitments.
• Monitor service performance against agreed service levels and key performance indicators.
• Coordinate incident, problem, and change management activities following IT service management best practices.
• Analyze operational metrics and support data to identify risks, improvement opportunities, and recurring issues.
• Facilitate root‑cause analysis and oversee implementation of corrective and preventive actions.
• Lead transition, knowledge‑transfer, and stabilization activities for new services or operational changes.
• Prepare and present governance reports, risk assessments, executive summaries, and performance dashboards.

Required profile

• Provide leadership and guidance to support, maintenance, and delivery teams to promote service quality and continuous improvement.
• Participate in strategic planning related to service operations, resource management, and delivery optimization.

Required skills

• IT Delivery Management
• Application Management Services (AMS)
• Service Governance
• ITIL Framework and Best Practices
• Process Improvement
• Automation Initiatives
• Enterprise Application Support
• Business Continuity Planning
• Executive Communication and Governance