Service Delivery Lead (AMS)

Mivada; Hyderabad; Hybrid; INR 1,800,000 - 3,000,000; Full time

Job summary

Mivada is seeking a high-performing Service Delivery Lead to champion end-to-end success of the Application Managed Services portfolio. You will act as the trusted advisor to post-implementation customers, driving strategic outcomes, operational excellence, and long-term partnership value.

You will serve as the operational backbone of our service management function, ensuring dependable, scalable, and measurable service delivery aligned with ITIL best practices.

Qualifications

• Experience leading AMS engagements with post-implementation customers.
• Strong understanding of ITIL processes and service governance.
• Proven ability to drive service performance, risk management, and escalations.

Responsibilities

• Own strategic account delivery for AMS clients and ensure alignment with business priorities.
• Monitor and govern SLAs, identify risks, and drive Green account health.
• Lead MBEs/QBRs with insights, metrics, and recommendations.
• Oversee incident and problem management with root cause analysis.
• Manage end-to-end change activities to minimize risk and disruption.
• Scope and govern small-scale projects and enhancements within accounts.
• Maintain consolidated view of KPIs, budgets, risks, and reporting across portfolio.
• Drive high-velocity ticket resolution and enforce operational standards.
• Lead and mentor a global AMS team, fostering accountability and growth.
• Establish effective communication rhythms across time zones.

Skills

ERP Knowledge

SLA Governance

Incident Mgmt

Problem Mgmt

ITIL Best Practices

Team Leadership

Stakeholder Mgmt

Change Management

Job description

Mivada is seeking a high-performing Service Delivery Lead to champion the end-to-end success of our Application Managed Services (AMS) portfolio. You will become the trusted advisor to a portfolio of post-implementation customers, driving strategic outcomes, operational excellence, and long-term partnership value. You will serve as the operational backbone of our service management function, ensuring dependable, scalable, and measurable service delivery aligned with ITIL best practices. This role is ideal for someone who thrives at the intersection of customer success, delivery governance, and team leadership.

Key Responsibilities

Customer Success & Delivery Excellence

• Strategic Account Ownership: Serve as the primary point of contact for AMS clients, ensuring their ERP investment evolves with their business priorities.
• SLA & Performance Governance: Monitor service delivery performance against SLAs, proactively identify risks and resolve constraints, and ensure consistent "Green" account health.
• Quality Assurance: Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), presenting insights, performance metrics, and strategic recommendations.
• Incident & Problem Management: Oversee triage for complex incidents, ensuring high-quality Root Cause Analysis and permanent resolutions from both onshore and offshore teams.
• Change Management: Should be aware of the end-to-end process of handling changes, i.e., planning, approving, implementing, and reviewing changes to IT services to minimize risk and disruption.

Engagement Management

• Change Request: Scope, plan, and govern small-scale project work and ongoing enhancements within your accounts.
• Enhancements: Scope, plan, and oversee small-scale projects, enhancements, and service improvements within client accounts.

Leadership & Collaboration

• Operational Orchestration: Maintain a single consolidated view of account KPIs, budgets, risks, and reporting across your portfolio.
• Service Efficiency: Drive high-velocity ticket resolution and enforce operational standards across the AMS team.

People Leadership

• Lead and mentor a young, diverse, and ambitious global AMS team, creating clarity, structure, and growth pathways.
• Build a culture of accountability, ownership, and continuous improvement.
• Coach team members on managing escalations, prioritising workloads, and refining their consulting skills.
• Maintain effective communication rhythms, handover processes, and aligned expectations across time zones.

Benefits

WHY JOIN US

Everyone who joins our team is treated as a trusted member of the team, not a number. Ultimately your success is our success, so we invest in our People heavily. Here are the top reasons to join us:

• Developing you is a key focus - we help you craft your career
• Pioneers in Parental Leave benefits - we provide equality in our parental leave for all genders and parental types
• Doona Days - additional two days off for your mental health
• Fun is an everyday experience - we challenge you in a positive way so you enjoy your growth journey
• Competitive Compensation & Pay for Performance
• Opportunities to be more for yourself and others

Who We Are

At Mivada we believe that when you bring technology and the right people together, there's no limit to what you can achieve.

Mivada is a high-growth technology consultancy, headquartered in Australia, offering services to both high-growth, mid-sized and global blue chip clients. We run a hybrid model with the majority of our team onshore, as well as an offshore capability in India. We have the ability to support global businesses 24/7 365. Our flexible approach and strong reputation have led to repeat work and growth.

Our clients are our advocates.

We believe cultural fit is as important as technical skills. We operate as a team, supporting and learning from each other and we genuinely care about our clients’ success. Our Leaders are accessible, humble, and sometimes pretty funny! We like to enjoy our time at work, which means we encourage each other to shoot for the moon!