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