Senior Application Service Delivery Manager

Intertec Systems; Indore District; On-site; INR 18,00,000 - 25,00,000; Full time

Job summary

A prominent IT services company is seeking a Senior Application Service Delivery Manager to lead Application Management Services for large enterprise clients. The ideal candidate must have 15+ years of experience in AMS, expertise in ITSM tools, and strong leadership capabilities. This role is pivotal in ensuring service excellence and driving digital transformation across various sectors, including Retail and Banking. Competitive compensation and opportunities for professional growth are offered.

Qualifications

• 15+ years of experience in AMS.
• Proven experience in managing AMS for large clients.
• Experience in implementing automation and AI-based tools within an ITSM framework.

Responsibilities

• Lead and manage AMS engagements for large clients.
• Define and operate service delivery models.
• Design and implement ITSM processes aligned with ITIL best practices.

Skills

ITSM (ITIL)

Leadership skills

Communication

Problem-solving

Stakeholder management

Data-driven decision making

Education

Bachelor’s or Master’s degree in CS, IT or related field

Tools

ServiceNow

BMC Remedy

Jira

AWS

Azure

GCP

Job description

Senior Application Service Delivery Manager

Intertec Softwares Pvt Ltd, part of Intertec Systems, is a renowned IT services company headquartered in Bangalore. With a presence across the Middle East and India, the company excels in offering IT services for Retail, Banking, Insurance, and Healthcare sectors. Intertec is known for its commitment to digital transformation, cybersecurity, and operational excellence, empowering customers\' businesses through cutting-edge solutions and a robust focus on R&D and certifications.

Overview

We are seeking a highly experienced Senior Application Service Delivery Manager to lead Application Management Services (AMS) for large enterprise clients. The ideal candidate will have deep expertise in ITSM (ITIL), experience in setting up and running AMS in both shared and dedicated service models, and a strong background in AI-based tools, automation, and continuous improvement.

Qualifications and Skills

• Bachelor’s or Master’s degree in CS, IT or related field, 15+ years of exp in AMS
• Proven experience in managing AMS for large clients
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira)
• Proven experience in implementing automation and AI-based tools within an ITSM framework, Familiarity with AIOps, RPA for service delivery.
• Excellent communication, stakeholder management, and leadership skills.
• Excellent problem-solving and analytical abilities, with a data-driven approach to decision-making. Ability to work in a fast-paced, dynamic, and multi-client environment.

Preferred Skills

• Experience with cloud platforms (AWS, Azure, GCP)
• Exposure to DevOps, Agile methodologies, and CI/CD pipelines.
• Certifications in ITIL, PMP, Six Sigma, or RPA, AI

Roles and Responsibilities

Service Delivery Management

• Lead and manage AMS engagements for large clients, ensuring SLA adherence and high customer satisfaction
• Define and operate service delivery models (shared/dedicated), including governance, reporting, and escalation management.
• Serve as the strategic interface between clients and internal delivery teams.

ITSM & Process Excellence

• Design and implement ITSM processes aligned with ITIL best practices.
• Drive process standardization, automation, and maturity across AMS engagements and ensure compliance with audit, security, and regulatory requirements.
• Integrate AI-based monitoring, predictive analytics, and self-healing capabilities into AMS operations
• Leverage automation platforms (e.g., ServiceNow workflows, RPA tools) to reduce manual effort and improve service efficiency.
• Establish a continuous improvement framework using metrics, feedback loops, and root cause analysis to drive service excellence.

AMS Setup & Transition

• Lead AMS setup and transition projects, including knowledge capture, team onboarding, and tool integration.
• Define operational models, resource plans, and service readiness checklists. Collaborate with sales and Pre-sales to shape AMS proposals and delivery strategies.
• Manage global delivery teams and third-party vendors, ensuring performance and alignment with client expectations.
• Mentor and coach team members to develop future service delivery leaders.
• Build trusted relationships with client stakeholders and identify opportunities for service expansion, innovation roadmaps, and improvement initiatives to clients.

Intertec Systems is an IT services company with presence across the Middle East and India, focusing on Retail, Banking, Insurance, and Healthcare. Key capabilities include Digitalization of Business Operations, IT Services and Operations, Hybrid IT, Smart Assets and IoT, and Cybersecurity.