Delivery Manager - Application Support & Production Delivery

Role SummaryThe Service Delivery & Change Manager is responsible for ensuring smooth day-to-day support operations, structured execution of change requests, and controlled production releases across client accounts and internal systems. This is a hybrid role requiring a mix of delivery management, technical coordination, stakeholder communication, and operational discipline.Key ResponsibilitiesOversee day-to-day production support activities across projects or client accountsManage incidents, service requests, and operational issues to ensure timely resolution and SLA complianceCoordinate with internal technical teams for troubleshooting, escalation, and closure of support casesMaintain support records, trackers, and operational documentationSupport business users with system-related requests, user access coordination, and issue follow-up where neededManage the complete lifecycle of change requests from requirement gathering to closureCoordinate with business stakeholders, clients, and technical teams to define scope, effort, timelines, and prioritiesEnsure proper approvals, documentation, planning, testing, deployment readiness, and closure of all changesCoordinate production deployments involving application and database changesSupport release planning, deployment communication, release notes, and post-release follow-upAct as the primary coordination point between clients, business teams, and delivery teamsLead or support review meetings, status calls, follow-ups, and issue discussionsProvide regular updates on support status, change progress, risks, and delivery timelinesEnsure adherence to internal processes, governance standards, and audit requirementsSupport compliance-related activities, reporting needs, and documentation for management or client reviewPrepare weekly and monthly reports covering incidents, support activities, change requests, deployment status, and team utilizationTrack open items, pending approvals, delivery risks, and recurring support trendsSupport management with structured data for invoicing inputs, audit preparation, and operational analysisContribute to process improvements that strengthen service quality, delivery control, and communication flowManage resource planning, team allocation, leave schedules, and backup coverage to ensure smooth delivery continuity.Support onboarding, knowledge transfer, and internal coordination for smooth service continuityIdentify, support, and help drive AI-led initiatives that improve operational efficiency, service quality, reporting, or delivery processesRequired Skills / KnowledgeStrong experience in application support, service delivery, change management, or technical project coordinationGood understanding of incident management, service request handling, and change control processesExperience in production release coordination and deployment planningStrong stakeholder management and client communication skillsAbility to work across business, technical, and operational teamsStrong reporting, documentation, and follow-up disciplineFamiliarity with ticketing tools, release processes, and enterprise support environmentsGood analytical and problem-solving skillsAbility to manage multiple priorities in a structured and calm mannerWorking knowledge of Java-based enterprise applications, including Spring Framework and HibernateFamiliarity with cloud platforms such as AWSBasic working knowledge of Linux environmentsUnderstanding of CI/CD tools and version control platforms such as Jenkins, GitHub, and BitbucketAbility to coordinate effectively with development and DevOps teams on application changes, deployments, and environment-related issuesStrong interest in emerging technologies and willingness to contribute to AI initiatives within the organizationPreferred QualificationsBachelor’s degree in Engineering, IT, Computer Science, or related field5+ years of relevant experience in service delivery, application support, or technical project managementExperience in client-facing delivery environmentsExposure to audit, compliance, or governance-heavy projects is an advantageExperience in the Energy sector and/or Ecommerce will be an added advantage