Senior Service Delivery Manager

Role Overview

We are seeking an experienced and delivery-focused Service Delivery Manager (SDM) to manage Application Maintenance & Support (AMS) engagements across multiple applications and support towers. The role will report into the AMS Practice Head and will be responsible for ensuring delivery excellence, operational governance, customer satisfaction, and continuous service improvement across assigned accounts.

The Service Delivery Manager will act as the primary operational owner for customer engagements, driving SLA adherence, stakeholder communication, team management, risk mitigation, and service transformation initiatives.

Key Responsibilities

Service Delivery Management

• Manage end-to-end delivery of AMS engagements across L1, L2, and L3 support teams
• Ensure adherence to SLAs, KPIs, operational governance, and customer commitments
• Drive incident, problem, change, release, and service request management processes aligned to ITIL practices
• Monitor service performance, identify improvement opportunities, and drive corrective actions
• Coordinate across cross-functional teams to ensure seamless delivery execution

Qualifications & Experience

• 10 - 15 years of experience in Application Maintenance & Support / IT Services
• Proven experience managing AMS engagements and support operations within IT services organisations
• Prior experience as Service Delivery Manager / Delivery Lead / AMS Manager
• Strong understanding of ITIL-based service management processes

Hands-on experience in:

• AMS delivery governance
• Incident and escalation management
• Transition coordination
• SLA and KPI management
• Customer engagement and reporting
• Team management across support layers
• ITIL certification preferred
• Banking domain Preferred