Delivery Manager

Tech Mahindra; Chengalpattu; Hybrid; INR 3,600,000 - 6,000,000; Full time

Job summary

Tech Mahindra in India seeks a senior service delivery leader to own overall service performance across AMS/AMO engagements. You will drive multi-vendor governance, lead governance reviews, and manage incidents, changes and service improvements to ensure SLA/KPI targets are met.

Expertise in ITIL governance, stakeholder leadership, and enterprise applications with cloud/infrastructure awareness is essential. PMP/PRINCE2 and ITIL MP/Expert are highly regarded credentials.

Qualifications

• 12+ years IT service delivery experience with 5+ years leading large AMS/AMO engagements.
• Strong ITIL Service, Operations and Governance expertise.
• Experience managing multi-vendor delivery environments.
• Strong 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.

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.

Skills

ITIL Service governance

Stakeholder management

Executive communication

Multi-vendor management

SLA/KPI management

Cloud/Infrastructure awareness

Education

ITIL Managing Professional / ITIL Expert

PMP/PRINCE2 certification

Job description

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.

• Strong 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.