Director of Service Delivery - AMS

Director of Service Delivery - AMS

With a minimum of 21-29 years of experience, this strategic leadership position provides an opportunity to oversee delivery operations in a Managed Services environment, driving innovation, service excellence, and operational efficiency while cultivating strong relationships with stakeholders.

Responsibilities

• Lead the Delivery Organization by owning one or more accounts and serving as the primary customer-facing leader to mature and expand services
• Oversee the complete delivery lifecycle for a portfolio of complex projects, ensuring consistent service quality and client satisfaction
• Ensure effective incident management, leveraging enhanced monitoring systems to implement early warning mechanisms
• Define strategies to improve automation levels and successfully implement DevOps principles across delivery teams
• Drive improvements in system performance and stability to significantly elevate the customer experience
• Implement the GenAI program to boost productivity within support and operational teams
• Formulate and execute strategies to enhance client satisfaction and improve employee engagement metrics, including reducing project attrition rates
• Foster a culture of innovation and ensure measurable progress in innovation programs across the organization
• Drive strategic growth initiatives to deliver business development outcomes and increase revenue streams
• Serve as a key advocate for employee development, building high-performing and motivated teams aligned with business objectives

Requirements

• 21-29 years of overall experience in IT
• Proven experience in leadership roles within Managed Services environments (AMS or ADMS), with expertise in service delivery
• Deep understanding of end-to-end Service Design, Service Integration, and Management
• Expertise in implementing automation, DevOps practices, and improving monitoring and alerting systems
• Proven background in elevating system performance, stability, and reliability in large-scale service environments
• Strong business development capabilities with a track record of driving significant revenue growth
• Proven ability to effectively restructure and reorganize delivery teams to meet evolving business goals
• Showcase of successfully driving strategic plans and achieving long-term organizational objectives
• Strong communication and relationship-building skills with customers, employees, and stakeholders at all levels