Senior Application Service Delivery Manager

Company Overview

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.

Job 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

• Bachelors or Masters 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.

AI, Automation & Continuous Improvement

• 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.

Client, Team & Vendor Management

• 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.