Service Delivery Manager

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.

• 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. 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. Ensure adherence to ITIL processes and DevOps practices where applicable. Drive automation and efficiency improvements in service delivery. Build strong relationships with clients, understanding their business needs and aligning services accordingly. Conduct regular service reviews and present performance reports and improvement plans. Identify opportunities for service optimization and cost reduction. Implement proactive monitoring, incident prevention, and knowledge management strategies.

• 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. 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.