Job Summary We are seeking an experienced Support Delivery Manager (SDM) to lead the end-to-end delivery of Application Managed Services (AMS) for enterprise applications. The ideal candidate will have extensive experience in Application Support and Managed Services, with a robust background in leading global support teams, driving ITIL-based service operations, ensuring SLA compliance, managing major incidents, and delivering continuous service improvements through automation and AI. The SDM will act as the single point of accountability for service delivery, ensuring operational excellence, customer satisfaction, and continual service improvement. Key Responsibilities Act as the single point of accountability for end-to-end Application Support service delivery. Lead and manage Application Managed Services engagements, ensuring high availability, operational excellence, and customer satisfaction. Own service delivery performance against agreed SLAs, OLAs, KPIs, and customer expectations. Conduct weekly, monthly, and quarterly service reviews with customers and internal stakeholders. Publish operational dashboards, service reports, metrics, trends,



and executive summaries. Lead and manage L1 Support Engineers, L2/L3 Developers, QA Engineers, and Support Engineers supporting enterprise applications. Drive incident resolution while ensuring adherence to response and resolution SLAs. Manage application support across production, UAT, and non-production environments. Coordinate with Development, QA, Infrastructure, Security, and Vendor teams for issue resolution. Support web-based applications or e-commerce platforms. Lead Major Incident (P1/P2) bridges and drive restoration activities. Act as the escalation point across L1, L2/L3, QA, Infrastructure, and Vendor teams. Drive Incident, Problem, Change, and Release Management in alignment with ITIL best practices. Identify recurring issues, perform trend analysis, and drive Problem Management activities to eliminate root causes. Conduct Root Cause Analysis (RCA) and Post-Incident Reviews (PIR). Lead end-to-end application transitions from outgoing vendors or incumbent teams into steady-state support. Own Knowledge

📌 Application Support Delivery Manager (Toronto)
🏢 Compunnel
📍 Toronto