Senior Service Delivery Manager - AMS

EPAM Systems; Gurugram District; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

EPAM Systems in Gurugram is seeking a Senior Service Delivery Manager – AMS to oversee end-to-end delivery of AI-driven solutions and Application Management Services for enterprise clients.

You will lead cross-functional teams, ensure SLAs, drive continuous improvement using automation, analytics and AI, and manage budgets and vendor relationships. This role requires 15–18 years in IT service delivery and strong client management.

Qualifications

• 15-18 years of IT service delivery experience with AI/ML exposure.
• Proven track record managing large-scale, complex service delivery engagements for enterprise clients.
• Understanding of AI technologies, cloud platforms (AWS, Azure, GCP) and AMS best practices (ITIL, DevOps, SRE).
• Familiarity with automation, monitoring and incident management tools.
• Excellent client management, communication and stakeholder engagement skills.
• Leadership, team management and mentoring capabilities.
• Bachelor's or Master's degree in Computer Science, Engineering or related field.
• ITIL certification or equivalent is preferred.

Responsibilities

• Lead and manage the delivery of AMS engagements, ensuring SLAs, KPIs and contractual obligations.
• Oversee transition, stabilization and ongoing support of AI and AMS solutions, including incident, problem, change and release management.
• Collaborate with AI engineering, data science and AMS teams to ensure seamless integration and support of AI-powered applications.
• Develop and maintain strong client relationships, acting as a trusted advisor and escalation point for service issues.
• Drive continuous improvement initiatives, leveraging automation, analytics and AI to optimize service delivery and reduce costs.
• Monitor service performance, prepare executive dashboards and present reports to stakeholders.
• Manage budgets, resource allocation and vendor relationships for AI and AMS services.
• Ensure compliance with security, privacy and regulatory requirements.
• Lead and mentor a team of service delivery managers, engineers and support staff.
• Participate in pre-sales activities, solution design and contract negotiations for new AI and AMS opportunities.

Skills

Leadership

Client management

Team management

Mentoring

Stakeholder engagement

AI/ML

Cloud platforms

ITIL

DevOps

SRE

Automation

Monitoring

Incident management

Cross-functional collaboration

Education

Bachelor's or Master's degree in Computer Science, Engineering or related field

Job description

We are seeking a Senior Service Delivery Manager – AMS to oversee the end-to-end delivery of AI-driven solutions and Application Management Services for enterprise clients. This role ensures high-quality service, operational excellence and continuous improvement across AI and AMS engagements while acting as the primary point of contact for clients, leading cross-functional teams and driving strategic initiatives to maximize client satisfaction and business value.

Responsibilities

• Lead and manage the delivery of AMS engagements, ensuring adherence to SLAs, KPIs and contractual obligations
• Oversee the transition, stabilization and ongoing support of AI and AMS solutions, including incident, problem, change and release management
• Collaborate with AI engineering, data science and AMS teams to ensure seamless integration and support of AI-powered applications
• Develop and maintain strong client relationships, acting as a trusted advisor and escalation point for service issues
• Drive continuous improvement initiatives, leveraging automation, analytics and AI to optimize service delivery and reduce operational costs
• Monitor service performance, prepare executive dashboards and present regular reports to stakeholders
• Manage budgets, resource allocation and vendor relationships for AI and AMS services
• Ensure compliance with security, privacy and regulatory requirements
• Lead and mentor a team of service delivery managers, engineers and support staff
• Participate in pre-sales activities, solution design and contract negotiations for new AI and AMS opportunities

Requirements

• 15-18 years of experience in IT service delivery, with significant exposure to AI/ML projects and Application Management Services
• Proven track record managing large-scale, complex service delivery engagements for enterprise clients
• Understanding of AI technologies, cloud platforms (AWS, Azure, GCP) and AMS best practices (ITIL, DevOps, SRE)
• Familiarity with automation, monitoring and incident management tools
• Excellent client management, communication and stakeholder engagement skills
• Skills in leadership, team management and mentoring
• Bachelor's or Master's degree in Computer Science, Engineering or related field
• ITIL certification or equivalent is preferred

Nice to have

• Exposure to contract management, financial oversight and vendor governance
• Capability to drive innovation and transformation initiatives leveraging AI and automation