Service Delivery Manager - AMS

Job description

Must Have Technical/Functional Skills

• 10+ years in AMS/service delivery
• Strong experience in transition + SLA-driven delivery
• Deep knowledge of ITSM/ITIL and tools like ServiceNow
• Experience managing enterprise applications (SAP preferred) Roles & Responsibilities

Service Delivery

• Manage AMS operations, ensuring availability, performance, and SLA adherence

Transition

• Lead service transition (KT, ramp-up, documentation, handover to steady state)

SLA Governance

• Track KPIs, drive RCA, and implement service improvement plans

ITSM

• Ensure adherence to ITIL processes (Incident, Problem, Change, Request)

Stakeholder Management

• Act as primary client interface; conduct governance reviews

Continuous Improvement

• Drive automation, efficiencies, and service optimization Generic Managerial Skills, If any

Success Metrics

• SLA compliance
• Customer satisfaction (CSAT)
• Incident reduction & operational efficiency

Successful transition outcomes Base Salary Range

• $150,000 - $180,000 per annum TCS Employee Benefits Summary: Discretionary Annual Incentive.

Comprehensive Medical Coverage

Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support

Maternal & Parental Leaves.

Insurance Options

Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth

Commuter Benefits & Certification & Training Reimbursement.

Time Off

Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance

Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #LI-SV2 #LI-KUMARAN

Qualifications

BACHELOR OF COMPUTER SCIENCE