Service Manager (AMS)

Available Locations - Hyderabad, Bangalore, Chennai, GGN, Pune, Noida

We are seeking an experienced Service Manager for Application Management Services to become a part of our Global IT Operation team. In this pivotal role, you will lead production operation teams, driving and managing delivery teams for IT Operation Services provided to a diverse range of clients.

The ideal candidate will have a proven track record of building and managing technology teams within technology services organizations, with a specific emphasis on expanding Digital Engineering Services. A background in leading, developing solutions, and delivering large multi-year contracts with Fortune-level companies will be a significant advantage. Experience in a matrixed environment, including collaboration with industry and global delivery teams, is essential.

You should be a seasoned technology leader with a passion for engaging directly with senior clients at the Operations heads/CxO level regarding multi-year Application and IT Infrastructure management. This includes making critical decisions on IT Operations, cost assessments, continuous improvement, and service innovation, along with macro and micro design considerations, aligning business logic with outcomes, finalizing key technology and operational decisions, and identifying risks while recommending mitigation strategies. Extensive experience in client relations is required.

JOB RESPONSIBILITIES

• Oversee overall customer satisfaction through the delivery of managed IT services.
• Collaborate with Senior IT Executives and other IT Leadership to develop and implement IT strategy and direction.
• Engage and consult with senior leaders to ensure alignment with strategic business objectives and technical initiatives.
• Demonstrate excellent team management abilities.
• Conduct regular status and business review meetings with each client to understand both short- and long-term business objectives.
• Develop, present, and execute annual technology roadmaps, budgets, and reports tailored for each client.
• Communicate potential risks associated with compliance, cybersecurity, network security, and industry-specific regulations.
• Identify new opportunities to leverage technology for enhancing business processes.
• Supervise internal support and engineering resources to guarantee successful service delivery to clients.
• Educate clients on current technology trends pertinent to their industry.
• Provide technical guidance and support to team members as necessary for resolving technical challenges.
• This role necessitates a strong understanding of policies and processes (e.g., ITIL, agile, project management) alongside familiarity with various digital technologies to guide the team in identifying risk and compliance issues, while driving mitigation, remediation, and compliance activities within the organization. Outstanding customer service skills are essential due to interaction with multiple client departments and business units.
• Ability to manage multiple projects simultaneously and ensure successful delivery.
• Demonstrated experience in vendor management and contract structuring.
• Strong analytical skills to connect security requirements with appropriate security controls, including sensitive data management.
• Proficient project management skills and experience in developing and overseeing project plans, including budgeting and resource allocation.
• Effective written, verbal, and presentation skills to interact with both internal and external business partners.
• Ensure a focus on customer satisfaction within the internal team, acting as a customer advocate by frequently communicating with clients and managing their expectations.
• Establish credibility and maintain robust working relationships with both technical and non-technical teams involved in information technology matters, including Legal, Operations, Risk, Internal Audit, etc.
• Communicate professionally and effectively in all forms with internal and external teams/customers.
• Develop strong relationships with business leaders through consistent communication and face-to-face interactions.

Key Metrics Responsibility:

• Customer Satisfaction
• Value proposition / Articulation

Personal Attributes:

• A systematic problem-solving approach combined with strong communication skills and a drive to succeed.
• A flexible, proactive/self-driven working style with significant personal accountability for resolving issues.
• Willingness to work outside standard hours and on weekends as project demands dictate.
• Ability to prioritize effectively under pressure and willingness to travel within the region and globally for delivery issues and/or strategic governance meetings.

Skill Requirements:

• Previous experience in a Managed Service Provider or IT Consulting environment is essential.
• A solid technical foundation coupled with sharp business acumen and strong leadership and interpersonal skills are crucial for success in this role.
• Exposure to executing large production support engagements across application and infrastructure technology stacks is required.
• Prior project management experience and expertise in handling major incidents.
• Exceptional attention to detail and highly organized.
• Able to manage and coordinate multiple tasks concurrently.
• Comfortable working collaboratively in a team setting.
• Extensive experience in managing large application stacks.
• Proven ability to create and maintain comprehensive documentation, including policies, processes, and procedures.
• Broad operational experience in a publicly traded company environment with a deep understanding of IT.
• Demonstrated ability to deliver results in a fast-paced technology organization.
• A data-driven decision-making approach.

EXPERIENCE

• 12 - 20 years of relevant experience in the enterprise Application/Infrastructure/Multi-cloud solutions domain.

EDUCATION

• A Bachelor's degree in engineering is required (preferably in Computer Science or a related field).