Role Overview
We are seeking an experienced and delivery-focused Service Delivery Manager (SDM) to manage Application Maintenance & Support (AMS) engagements across multiple applications and support towers. The role will report into the AMS Practice Head and will be responsible for ensuring delivery excellence, operational governance, customer satisfaction, and continuous service improvement across assigned accounts.
The Service Delivery Manager will act as the primary operational owner for customer engagements, driving SLA adherence, stakeholder communication, team management, risk mitigation, and service transformation initiatives.

Key Responsibilities
Service Delivery Management

Manage end-to-end delivery of AMS engagements across L1, L2, and L3 support teams
Ensure adherence to SLAs, KPIs, operational governance, and customer commitments
Drive incident, problem, change, release, and service request management processes aligned to ITIL practices




Monitor service performance, identify improvement opportunities, and drive corrective actions
Coordinate across cross-functional teams to ensure seamless delivery execution

Qualifications & Experience
10 - 15 years of experience in Application Maintenance & Support / IT Services
Proven experience managing AMS engagements and support operations within IT services organisations
Prior experience as Service Delivery Manager / Delivery Lead / AMS Manager
Robust understanding of ITIL-based service management processes

Hands-on experience in:
AMS delivery governance
Incident and escalation management
Transition coordination
SLA and KPI management
Customer engagement and reporting
Team management across support layers
ITIL certification preferred
Banking domain Preferred

📌 Senior Service Delivery Manager (Chennai)
🏢 Galent
📍 Chennai