Walk-in || IT - Service delivery manager

Service Delivery Manager
We are looking for a motivated and results-oriented Service Delivery Manager to oversee the successful delivery of business-critical applications in a distributed, fast-paced environment. This role demands a proactive professional with a strong background in IT service delivery, AI Ops/AIOps, modernization initiatives, and Agile methodologies to ensure operational excellence, service stability, and transformation outcomes.

Responsibilities

• Manage the delivery of complex business applications, meeting quality standards, deadlines, service levels, and stakeholder expectations.
• Oversee cross-functional teams including Engineering, Architecture, QA, BA, DevOps, and Operations across distributed locations, ensuring alignment and collaboration.
• Drive and leverage AI Ops/AIOps capabilities across application support and service delivery to improve incident management, monitoring, root-cause analysis, service reliability, and operational efficiency.
• Implement and maintain service delivery governance, risk management, compliance, and operational control structures.
• Facilitate Agile processes, including sprint planning, backlog refinement, and release planning, to ensure predictable delivery.
• Collaborate with technical teams on application development, modernization, integration, and cloud transformation using Java, Angular, Azure, and SQL Server.
• Monitor delivery and operational metrics, identify risks, and resolve impediments to maintain project and service performance.
• Act as a focal point for business, technology, and leadership stakeholders for all delivery-related matters.
• Contribute to defining technical roadmaps and actionable plans aligned with business objectives and modernization goals.
• Ensure stability, performance, scalability, availability, and resilience of applications running in distributed environments.
• Drive continuous improvement across delivery processes, service operations, automation, and operational performance.
• Identify opportunities to implement AI-driven automation, intelligent monitoring, predictive analytics, auto-triaging, and AI-assisted incident/problem management.
• Support compliance with regulatory requirements relevant to the insurance/reinsurance domain.

Requirements

• Bachelor's degree in Computer Science or a related field; Master's degree preferred.
• 13+ years of general IT experience, with 5+ years in Service Delivery Management roles.
• Mandatory hands-on experience or strong practical exposure to AI Ops/AIOps in IT service delivery or application operations.
• Strong understanding of AIOps concepts, intelligent automation, AI-driven monitoring, incident triaging, root-cause analysis, predictive analytics, and operational observability.
• Strong knowledge of applications, Azure cloud services, and front-end frameworks such as Angular.
• Familiarity with databases such as MS SQL Server, PostgreSQL, and similar technologies.
• Familiarity with DevOps practices, CI/CD pipelines, monitoring, observability, and automation solutions.
• Demonstrated experience delivering projects/services in regulated, large-scale environments.
• Competency in Agile methodologies and frameworks, including proficiency in facilitating Agile ceremonies.
• Strong leadership and problem-solving skills, with the ability to manage global teams across onshore-offshore models.
• Capability to manage ambiguity and drive change effectively while delivering business-aligned priorities.
• Excellent communication, stakeholder management, governance, and client-facing skills.
• Experience using AI/GenAI capabilities to improve service management, operational efficiency, automation, or application support will be highly relevant.

Nice to Have

• ITIL v4 Foundation or advanced certification.
• PMP, PRINCE2, or other recognized project management certifications.
• Experience with multiple cloud platforms, such as AWS or GCP, in addition to Azure.
• Familiarity with compliance requirements specific to the insurance/reinsurance sector.
• Experience with ServiceNow, AIOps platforms, AI-powered ITSM, SRE, observability, or intelligent automation.
• Exposure to Generative AI, Agentic AI, or AI-enabled service management solutions.