Service Delivery Manager - Application Support & Maintenance

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit

Job Title: Service Delivery Manager - Application Support & Maintenance Engagement

Work Location: Hartford, CT (Hybrid – Onsite)

Required Experience: 10 – 15 Years

Team Size: 04 Onsite and 40 Offshore

Program Management Skills (Primary):

Candidate must have worked in a Service Delivery Manager role managing Production Support and Minor enhancement engagements with 50-100+ applications portfolio size.

Experience in driving Problem management discussions and methodologies within the team and with client ITSM teams.

Proven experience in driving Continual Service Improvement Initiatives (CSI) and Automations to reduce Run costs.

Knowledge on ITIL processes and ITSM tools/Methodologies.

Experience with defining and managing SLA/KPI for applications by working with client stakeholders.

Candidate should be able to demonstrate the experience with Knowledge management, Vulnerabilities management, Upgrades in a typical Production Support portfolio landscape.

Should have experience working with multiple client managers in planning and forecasting work for entire team and ensuring the on-time delivery.

Should have worked in an Onshore-Offshore model in driving the delivery with multiple teams.

Should have exposure to managing applications under multiple technologies – Mainframe, .Net, Java etc.

Work with onsite and offshore project leads to plan, track and report the work status to customers. Drive to achieve solutions for any escalated situations.

Should be able to prepare and present the Weekly, Monthly and Quarterly reports to customers.

Ensure escalation processes are followed to swiftly alert all the project stakeholders to risks or issues in the project and ensure appropriate actions are taken.

Regularly report the project status to client stakeholders and drive the prioritization discussions.

Must be available to work with teams across multiple time zones.

Strong MS Office skills – Word, PPT, Excel.

Good to Have (Secondary):

Insurance domain knowledge.

Soft Skills:

Must have strong written and oral communication skills.

Proactive communication and follow-up to avoid client escalations.

Ability to work with multiple client stakeholders.

Must have good analytical and logical thinking.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

Comprehensive Medical Plan Covering Medical, Dental, Vision

Short Term and Long-Term Disability Coverage

401(k) Plan with Company match

Life Insurance

Vacation Time, Sick Leave, Paid Holidays

Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Safe return to office:

In order to comply with LTIMindtree’ s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree’s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree’s applicable processes.