AMS Service Delivery Manager

As an AMS Service Delivery Manager, you will be expected to have a deep understanding of SDLC, Distributed and Open Source technologies, Maintenance & Support project features, coupled with strong leadership and project management capabilities. Your role will involve overseeing end-to-end service delivery, ensuring high-quality standards, and maintaining customer satisfaction. **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. - Guide and mentor the team on the SRE guidelines and Continuous improvements. - Encourage the 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 valuable 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 of one of the clouds (Azure OR AWS OR GCP). - Building use cases for automation and AI/Agentic. - Knowledge of any one scripting language (Python/Bash/Bash). If you have any additional details about the company, please provide them for a more comprehensive job description. As an AMS Service Delivery Manager, you will be expected to have a deep understanding of SDLC, Distributed and Open Source technologies, Maintenance & Support project features, coupled with strong leadership and project management capabilities. Your role will involve overseeing end-to-end service delivery, ensuring high-quality standards, and maintaining customer satisfaction. **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. - Guide and mentor the team on the SRE guidelines and Continuous improvements. - Encourage the 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 valuable working experience in support & maintenance projects. - Project management - project planning, timelines, resources, budgets, risks, mitigation plans, escalation management, Change Request creation, Transition Planning