Role & responsibilities

- Own overall service delivery and operational performance.

- Ensure achievement of SLA, KPI, and contractual commitments

- Lead customer governance meetings and service reviews.

- Manage major incidents, escalations, and business-critical situations.

- Drive multi-vendor collaboration and integrated tower governance.

- Oversee incident, problem, change, and service improvement initiatives.

- Manage resource planning, capacity management, and team performance.

- Drive automation, operational efficiency, and transformation opportunities.

- Ensure customer satisfaction and continuous improvement.

Preferred candidate profile

- 12+ years of IT service delivery experience, a minimum 5+ years managing large AMS/AMO engagements.

- Strong ITIL Service, Operations and Governance expertise.

- Experience managing multi-vendor delivery environments.

- Solid stakeholder and executive management skills.

- Experience in SLA/KPI management and service governance.

- Knowledge of enterprise application support, cloud, infrastructure, and security operations.

- ITIL Managing Professional / ITIL Expert certification preferred.

- PMP/PRINCE2 certification preferred.

📌 Delivery Manager (Chengalpattu)
🏢 Tech Mahindra
📍 Chengalpattu