Senior Service Delivery Manager - AMS

Office in India: Gurugram,

Service Delivery Management, Application Support

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We are seeking a Senior Service Delivery Manager – AMS to oversee the end-to-end delivery of AI-driven solutions and Application Management Services for enterprise clients. This role ensures high-quality service, operational excellence and continuous improvement across AI and AMS engagements while acting as the primary point of contact for clients, leading cross-functional teams and driving strategic initiatives to maximize client satisfaction and business value.

Responsibilities

Lead and manage the delivery of AMS engagements, ensuring adherence to SLAs, KPIs and contractual obligations
Oversee the transition, stabilization and ongoing support of AI and AMS solutions, including incident, problem, change and release management
Collaborate with AI engineering, data science and AMS teams to ensure seamless integration and support of AI-powered applications
Develop and maintain strong client relationships, acting as a trusted advisor and escalation point for service issues
Drive continuous improvement initiatives, leveraging automation, analytics and AI to optimize service delivery and reduce operational costs
Monitor service performance, prepare executive dashboards and present regular reports to stakeholders
Manage budgets, resource allocation and vendor relationships for AI and AMS services
Ensure compliance with security, privacy and regulatory requirements
Lead and mentor a team of service delivery managers, engineers and support staff
Participate in pre-sales activities, solution design and contract negotiations for new AI and AMS opportunities

Requirements

15-18 years of experience in IT service delivery, with significant exposure to AI/ML projects and Application Management Services
Proven track record managing large-scale, complex service delivery engagements for enterprise clients
Understanding of AI technologies, cloud platforms (AWS, Azure, GCP) and AMS best practices (ITIL, DevOps, SRE)
Familiarity with automation, monitoring and incident management tools
Excellent client management, communication and stakeholder engagement skills
Skills in leadership, team management and mentoring
Bachelor's or Master's degree in Computer Science, Engineering or related field
ITIL certification or equivalent is preferred

Nice to have

Exposure to contract management, financial oversight and vendor governance
Capability to drive innovation and transformation initiatives leveraging AI and automation