Service Manager Application Maintenance Support

2 weeks ago

Bengaluru, Karnataka, India Happiest Minds Technologies Full time

Service Manager Application Maintenance Support (AMS)

Experience: 1314 years

Location: Bangalore

Certification: ITIL v3/v4 (Mandatory)

Job Summary

We are seeking a seasoned Service Manager with 1214 years of experience in IT service delivery and application management to lead and manage end-to-end Application Maintenance Support (AMS) operations. The ideal candidate will be ITIL v3/v4 certified and possess strong leadership, stakeholder management, and financial governance capabilities.

Key Responsibilities

Service Delivery & Operations

  • Lead and manage the AMS function across multiple business units.
  • Ensure adherence to SLAs, OLAs, and KPIs for all supported applications.
  • Oversee incident, problem, change, and release management processes in alignment with ITIL standards.
  • Drive continuous improvement in application availability, stability, and performance.

Stakeholder & Client Management

  • Serve as the primary point of contact for senior business and IT stakeholders.
  • Conduct regular service reviews, provide status updates, and manage governance reporting.
  • Build strong relationships to ensure alignment between IT services and business needs.

Team & Vendor Management

  • Lead, mentor, and manage a cross-functional team of support engineers, analysts, and team leads.
  • Collaborate with external vendors to ensure service quality and contractual compliance.
  • Foster a culture of accountability, collaboration, and technical excellence.

Financial Management & Governance

  • Manage budgets and support P&L accountability through effective effort tracking and revenue recognition.
  • Contribute to quarterly and annual planning for AMS service lines.
  • Ensure compliance with organizational financial and governance policies.

Required Skills & Qualifications

  • 1214 years of experience in IT service delivery and application support.
  • Proven expertise in managing AMS functions in complex enterprise environments.
  • Strong understanding of ITIL processes; ITIL v3/v4 certification is mandatory.
  • Excellent communication, stakeholder management, and leadership skills.
  • Experience in budget management and financial governance.

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