Senior Service Delivery Manager - AMS

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

Job summary

EPAM Systems 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 quality, and drive improvements while maximizing client value.

The role requires 15–18 years in IT service delivery with AI/AMS exposure, and a strong background in ITIL/DevOps/SRE practices. Global client exposure and strategic oversight are key aspects of the position.

Qualifications

• 15–18 years of IT service delivery experience with AI/ML exposure.
• Proven track record managing large-scale enterprise engagements.
• Strong understanding of AI, cloud platforms (AWS/Azure/GCP) and AMS best practices.

Responsibilities

• Lead delivery of AMS engagements meeting SLAs and KPIs.
• Oversee transition, stabilization, and support of AI/AMS solutions.
• Collaborate with AI engineering, data science and AMS teams.
• Develop client relationships and serve as trusted advisor.
• Drive continuous improvement using automation and analytics.
• Provide executive dashboards and reports to stakeholders.
• Manage budgets, resources and vendor relationships.
• Ensure security, privacy and regulatory compliance.
• Lead and mentor service delivery teams.
• Participate in pre-sales, solution design and contract negotiations.

Skills

AI/ML project delivery

AMS/Application Management Services

Client relationship management

Leadership & mentoring

Cross-functional teamwork

Education

Bachelor's or Master's degree in Computer Science or Engineering

ITIL Certification (preferred)

Tools

ITIL framework

DevOps

SRE practices

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