Service Delivery Manager

Job Title: Service Delivery Manager- AMS

Experience Level: 14 19 Years
Location: Hyderabad/Bangalore/Pune/Chennai/Gurgaon
Employment Type: Permanent

Position Summary: We are seeking an experienced, dynamic, and forward-thinking IT Service Delivery Manager to lead our Application Management Services (AMS) practice. In this leadership role, you will be responsible for end-to-end service delivery, operational excellence, client relationship management, and driving digital/AI transformation across a diverse application portfolio.The ideal candidate possesses a deep technical background in traditional and modern software engineering (Java, .NET, Mainframes, and Python) and a proven track record of embedding Artificial Intelligence (AI), Generative AI (GenAI), and automation into daily AMS operations to drive efficiency, reduce ticket volumes, and accelerate resolution times.

Key Responsibilities1. Service Delivery & Operations Management (AMS)

• Own end-to-end delivery of Application Management Services (L1-L4 support, enhancement, maintenance, and DevOps) for enterprise clients.
• Ensure strict adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key performance indicators (KPIs) such as MTTR, first-response time, and ticket backlog reduction.
• Drive root cause analysis (RCA) and problem management initiatives to ensure high system availability, stability, and continuous improvement.
• Manage service delivery budgets, P&L, resource allocation, capacity planning, and staffing forecasts.

2. AI-Driven Transformation & Innovation

• Spearhead the integration of AI and automation (e.g., AIOps, GenAI-powered code assistants, automated incident triage, self-healing systems, and predictive maintenance) into existing AMS workflows.
• Collaborate with AI/ML engineering teams to adopt intelligent ticketing, automated root cause analysis tools, and AI-driven knowledge management systems.
• Champion continuous innovation by identifying areas where machine learning or generative AI can optimize application performance, code refactoring, and regression testing.

3. Application Development & Technology Leadership

• Leverage a deep engineering background (Java, .NET, Mainframes/COBOL, and Python) to guide and oversee complex modernization and cloud migration initiatives.
• Manage heterogeneous application portfolios spanning legacy mainframe systems to modern cloud-native microservices and Python-based AI micro-services.
• Bridge the gap between business stakeholders and technical delivery teams, ensuring alignment with enterprise architecture standards.

4. Client Relationship & Stakeholder Management

• Serve as the primary point of contact for executive-level clients, conducting regular Service Reviews (Monthly/Quarterly Business Reviews - MBRs/QBRs).
• Build trusted partnerships, manage client expectations, identify opportunities for organic growth/expansion, and lead contract renewals.
• Manage third-party vendors, offshore-onshore delivery models, and cross-functional matrixed teams.

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