Service Delivery Manager - Maintenance

The AMS Service Delivery Manager will have a deep understanding of SDLC, Distributed and Open Source technologies, Maintenance & Support project features coupled with strong leadership and project management capabilities. This role involves overseeing end-to-end service delivery, ensuring high-quality standards, and maintaining customer satisfaction. Experience: 12-16 years. Responsibilities:

Oversee the delivery of multiple projects, ensuring they are completed on time, within budget, and to the highest quality standards.

Develop and implement service delivery strategies to enhance efficiency and customer satisfaction.

Ensure compliance with service level agreements (SLAs) and manage service performance metrics.

Provide technical leadership and guidance to the development team, ensuring best practices in coding, architecture, and design

Collaborate with stakeholders to define project scope, objectives, and deliverables.

Monitor and report on service delivery performance, identifying areas for improvement.

Adhere to Agile ways of working and make sure of aligning the team in the same mindset.

Guiding and mentoring team on the SRE guidelines and Continuous improvements.

Encourage team on continuous learning (ensuring cross-skilling and upskilling) and AI intervention as a culture.

Ensure customer feedback is collected, analyzed, and acted upon to improve service quality

Mandatory Skills:

Should have Maintenance & Support project experience and good knowledge on SDLC phases on any one of the below Distributed/Open source technologies

.Net Fullstack (+ React or Angular + PL-SQL) OR

Java Fullstack (+ React or Angular + PL-SQL) OR

Mainframe (COBOL, DB2, AS-400 etc.)

Should possess basic knowledge of DevOps (CICD, SAST/DAST, branching strategy, Artifactory and packages, YAML etc.)

End to end Incident Management

Review Shift and Roster plans

Should have good working experience in support & maintenance projects

Project management - project planning, timelines, resources, budgets, risks, mitigation plans, escalation management, Change Request creation, Transition Planning and Management etc.

Excellent Communication and convincing power.

Excellent team collaboration

Good to have skills:

Should possess SRE ideas like Observability, Resiliency, SLA-SLI-SLO, MTTx

Knowledge of Observability tools (Splunk/AppDynamics/Dynatrace/Prometheus/Grafana/ELK stack)

Basic Knowledge on Chaos Engineering, Self healing, auto scaling

Basic Knowledge on one of the clouds (Azure OR AWS OR GCP)

Building use cases for automation and AI/Agentic

Knowledge on any one scripting language (Python/Bash/Bash)