Join our dynamic Engineering team as a Service Delivery Manager and lead critical Application Management Services (AMS) engagements. This role is pivotal in ensuring operational excellence, stability, and continuous improvement across enterprise application landscapes. You will drive mission-critical solutions, modernizing existing systems and implementing new technology platforms to enhance financial performance and accelerate digital business growth.

As the Service Delivery Manager, you will own the end-to-end delivery of AMS engagements, guaranteeing SLA/KPI compliance and managing all L1, L2, and L3 support operations. Key duties include leading incident, problem, and change management, serving as the main client contact for service performance, and conducting regular service review meetings with executive reporting.

You will also be responsible for driving continual service improvement and automation initiatives, ensuring effective resource and workforce management. Monitoring application health, managing major incidents, and overseeing support transitions are integral parts of this role. Collaboration with cross-functional teams and managing engagement financials, including budgets and cost optimization, are also expected.

We are seeking candidates with a Bachelor's degree in Engineering, Information Technology, Computer Science, or a related discipline, possessing 8+ years of experience in Application Support, IT Operations, or AMS Service Delivery. A proven track record in managing large-scale production support teams and client-facing roles is essential.

Strong proficiency in ITIL processes and IT Service Management (ITSM) practices is required, along with experience managing 24x7 support operations and global delivery models. Excellent communication, stakeholder management, and leadership skills are paramount. Experience with tools like ServiceNow, Jira, Azure DevOps, and cloud platforms (Azure, AWS, GCP) is highly valued, as is exposure to AIOps and SRE principles.