Service Delivery Manager - AMS (Application Management Services)
- Computer Task Group
- 10 - 20 years
- Chennai
- 5 months ago
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Job Description
Job Summary:
We are seeking a seasoned Service Delivery Manager (SDM) to lead delivery of a large-scale Application Management Services (AMS) engagement for our enterprise clients. The SDM will be responsible for ensuring SLA adherence, client satisfaction, continuous service improvement, and operational excellence across a complex, multi-technology landscape.
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)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Technology / ITRole: IT Project ManagerEmployement Type: Full timeContact Details:
Company: Computer Task GroupLocation(s): Chennai
Keyskills: Ams Application Management IT Service Delivery
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