AMS Service Delivery Manager

• 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)