Service Delivery Leader - Application Support

About the Role

We are looking for an experienced Service Delivery Leader (SDL) to lead end-to-end Application Support operations for PeopleStrongs HR Tech platform. The role focuses on driving SLA adherence, managing escalations, improving support processes, and delivering an exceptional customer experience.

Key Responsibilities

• Lead and manage L0L2 AppSupport teams across HR tech modules.
• Own service delivery metrics: SLAs, TAT, backlog, ticket hygiene, and workload management.
• Drive escalation handling, RCA, problem management, and preventive fixes with Product & Engineering.
• Strengthen customer communication and ensure high-quality resolutions.
• Maintain SOPs, Knowledge Base, and self-service support content.
• Identify recurring issues and work with Product teams to improve platform stability.
• Build dashboards and reports for support performance.
• Maintain strong customer and stakeholder relationships; represent support in reviews and QBRs.
• Lead team development, performance management, and capability building.

Qualifications

• Bachelors degree required; Masters preferred.
• 1012+ years in Application Support/Service Delivery, with 5+ years in leadership .
• Strong command of SLA/TAT management, incident/problem management, and governance.
• Experience in SaaS/HR Tech preferred.
• Excellent communication, stakeholder management, and crisis-handling skills.
• Proven experience managing high-volume support operations.
• Strong analytical and data-driven approach.