AMS (Application Management Services) - Service Delivery Manager

Job Summary:

Service Delivery Manager (SDM)

Key Responsibilities:

Service Delivery Leadership:

• Own the delivery of AMS services across multiple clients and technology stacks.
• Ensure SLAs, KPIs, and contractual obligations are consistently met or exceeded.
• Act as the primary point of contact for client escalations and service reviews.

Team & Stakeholder Management:

• Lead and mentor cross-functional teams including developers, ERP consultants, and support analysts.
• Collaborate with internal stakeholders, including project managers, architects, and business analysts.
• Foster a culture of accountability, continuous learning, and innovation.

Technical Oversight:

• Provide guidance on technical solutions and best practices across Java, .NET, D365, and SAP platforms.
• Ensure adherence to ITIL processes and DevOps practices where applicable.
• Drive automation and efficiency improvements in service delivery.

Client Engagement:

• Build strong relationships with clients, understanding their business needs and aligning services accordingly.
• Conduct regular service reviews and present performance reports and improvement plans.

Continuous Improvement:

• Identify opportunities for service optimization and cost reduction.
• Implement proactive monitoring, incident prevention, and knowledge management strategies.

Required Qualifications:

• 10+ years of IT experience, with 5+ years working as a SDM in large AMS engagements
• Strong expertise in ITIL v4, service management, and enterprise IT operations
• Experience in managing AMS delivery for complex enterprise environments
• Proven ability to manage multi-vendor and multi-geo delivery models
• Excellent stakeholder management, communication, and escalation handling skills
• Experience working in Agile or DevSecOps mode preferred
• Prior experience in managing AMS transitions is a plus
• Prior experience in sales and presales activities for AMS deals is a plus
• Excellent communication, stakeholder management, and conflict resolution skills.
• Experience working in a global delivery model with onshore/offshore teams.

Qualifications:

• ITIL v4 Certification
• Experience with Agile/DevOps environments
• Exposure to cloud platforms (Azure, AWS, or GCP)