Job Title:  Manager | Service Delivery Manager | Bengaluru

Service Delivery Manager | Engineering | Application Management Services (AMS)

Location: Bengaluru / Hyderabad / Gurgaon

The Team

Engineering helps empower and drive mission-critical solutions whether we need to modernize existing systems or implement new technology products and platforms. Through innovation, we improve financial performance, accelerate new digital businesses and fuel growth. Learn more about Engineering, AI and Data

Your work profile

As a Service Delivery Manager within the Engineering practice, you will be responsible for leading Application Management Services (AMS) engagements, ensuring service excellence, operational stability, and continuous improvement across enterprise application landscapes.

• Own overall service delivery for AMS engagements and ensure contractual SLA/KPI compliance.
• Manage day-to-day operations across L1, L2, and L3 support teams.
• Lead incident, problem, change, and escalation management processes to minimize business impact.
• Serve as the primary point of contact for client stakeholders regarding service performance and operational issues.
• Conduct service review meetings and provide executive-level reporting on service metrics, risks, and improvement initiatives.
• Drive continual service improvement, automation, and operational efficiency programs.
• Ensure effective resource planning, workforce management, and succession planning.
• Monitor application availability, incident trends, backlog, and service health metrics.
• Manage major incident communications, stakeholder updates, and post-incident reviews.
• Oversee support transitions, onboarding of new applications, and stabilization activities.
• Collaborate with development, infrastructure, cloud, security, and business teams to resolve complex issues.
• Manage financial aspects of the engagement including budgets, utilization, revenue, and cost optimization.
• Ensure compliance with ITIL processes, security standards, audit requirements, and contractual obligations.

Key skills required

• Education: Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field.
• 8+ years of experience in Application Support, IT Operations, or AMS Service Delivery.
• Proven experience managing large-scale production support teams and client-facing engagements.
• Strong understanding of ITIL processes and IT Service Management (ITSM) practices.
• Experience managing 24x7 support operations and global delivery models.
• Excellent communication, stakeholder management, and leadership skills.
• ITIL Foundation, Managing Professional, or Expert certification preferred.
• Experience with ServiceNow, Jira, Azure DevOps, monitoring and observability platforms.
• Experience supporting cloud-based environments such as Azure, AWS, or GCP.
• Exposure to AIOps, automation frameworks, and Site Reliability Engineering (SRE) practices.
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to manage multiple stakeholders and drive customer satisfaction in high-pressure environments.