Job Title: Executive Manager | Engineering Foundry & Managed Services | Hyderabad | Engineering as a Service/ O
Role: Senior Service Delivery Manager (SDM) – ADMS (24×7 Insurance Operations) – Hyderabad locationRole OverviewThe Senior Service Delivery Manager is accountable for end-to-end service delivery, operational excellence, and strategic transformation of Application Development & Maintenance Services (ADMS) for a large insurance client. This role goes beyond operational management to include client partnership, service innovation, financial accountability, and continuous improvement within a 24×7 support ecosystem.The SDM ensures high service availability, SLA compliance, customer satisfaction, and business alignment, while driving automation, modernization, and cost optimization initiatives. Key Responsibilities1. Strategic Service Delivery & OperationsOwn end-to-end delivery of ADMS services across multiple applications and platforms. Ensure consistent achievement of SLAs, KPIs, and CX (Customer Experience) metrics. Drive operational excellence frameworks to improve uptime, reliability, and performance. Define and implement service delivery strategy aligned with client business goals. Manage large-scale, multi-vendor and distributed delivery environments. 2. Client Partnership & Stakeholder ManagementAct as a trusted advisor to client leadership, including IT and business stakeholders. Translate business priorities into technology and service roadmaps. Proactively manage escalations, risks, and client expectations. Identify and drive account growth opportunities and value creation initiatives. 3. Delivery Governance Track and report service health through dashboards, analytics, and insights. Manage contracts, SLAs, OLAs, and KPIs. 4. Team Leadership & Capability BuildingLead and inspire large, cross-functional 24×7 teams Drive talent strategy, succession planning, and leadership development. Foster a culture of ownership, accountability, and continuous learning. Ensure effective workforce planning, shift management, and resilience models. 5. Incident, Problem & Major Incident ManagementProvide leadership oversight for P1/P2 incidents and crisis management. Ensure robust Major Incident Management (MIM) processes. Drive root cause analysis (RCA) and implement preventive and predictive measures. Leverage analytics for trend identification and incident reduction. 7. Continuous Improvement & TransformationLead service transformation initiatives, including: Automation (AIOps, scripting, self-healing systems) Process re-engineering Cloud and platform modernization Drive Service Improvement Plans (SIPs) with measurable outcomes. Implement SRE and DevOps best practices to improve reliability and speed. Promote a data-driven, KPI-led continuous improvement culture. 8. Risk, Compliance & GovernanceEnsure adherence to ITIL, security policies, and regulatory compliance (insurance domain). Maintain audit readiness, documentation, and governance controls. Manage operational risk, business continuity, and disaster recovery readiness. Required Skills & ExperienceTechnical & Domain ExpertiseStrong experience in ADMS / Application Support & Maintenance programs. Deep understanding of Insurance domain (Property & Casualty preferred). Familiarity with enterprise technologies: Guidewire ecosystem Java, APIs, microservices Databases (SQL/NoSQL) Cloud platforms (AWS/Azure) Process & ToolsStrong command of ITIL framework (Incident, Problem, Change, Release, SLA Management). Experience with tools such as: ServiceNow, Remedy, Jira Exposure to monitoring, observability, and automation tools is a plus. Leadership & ManagementProven ability to manage large-scale, globally distributed teams (24×7 model). Strong decision-making, conflict resolution, and escalation management skills. Experience managing multi-vendor ecosystems and complex engagements. Communication & Executive PresenceExcellent client-facing, negotiation, and stakeholder management skills. Strong presentation and storytelling abilities for executive audiences. Ability to influence both technical and business stakeholders. Experience10–15 years of overall IT experience, including: 3-5+ years in Service Delivery / Delivery Management roles Significant experience in insurance engagements (preferred) Experience handling large enterprise accounts and transformation programs. Nice to HaveCertifications: ITIL v3/v4 (preferred) PMP / PRINCE2 Exposure to DevOps, SRE, or Agile transformation initiatives Experience in cloud migration or digital transformation programs