Service Delivery Manager

Role Summary

The Service Delivery Manager (SDM) is accountable for the end-to-end delivery of services under the Branch Tellering (BT). This role ensures that all contracted services are delivered in line with agreed SLAs, budget, and quality standards, while fostering strong client relationships and driving operational excellence. The SDM acts as the primary point of coordination between AMTI's delivery teams, partners (e.g., Olivetti, BEA, WMS support), and stakeholders.

Key Responsibilities:

Service Management & Delivery

• Oversee day-to-day operations for BT services, ensuring SLA compliance and seamless service delivery.
• Manage incidents, service requests, and escalations in collaboration with the technical and operations teams.
• Track service performance, identify gaps, and implement corrective and preventive actions.
• Ensure coordination across related services such as Olivetti, BEA, and WMS to minimize disruption and maximize efficiency.

Client & Stakeholder Engagement

• Serve as the primary contact for Client's ISG/ITO/EVM teams for BT-related services.
  • Conduct regular service review meetings, reporting on SLA adherence, risks, and improvement initiatives.
  • Manage client communications on project deployments, service changes, and issue resolution

Governance & Compliance

• Maintain compliance with contract terms, ITIL service management practices, and Client's governance standards.
• Document and track all service-related processes, baselines, and assumptions to protect AMTI's business interests.
• Ensure timely reporting of billing, service completions, and performance dashboards.

Team Leadership & Coordination

• Lead and mentor BT delivery teams, ensuring alignment with project milestones and SLAs.
• Coordinate with AMTI internal groups (Finance, HR, Ops, PMO) to ensure proper staffing, invoicing, and resource planning.
• Escalate risks and issues proactively to AMTI leadership with recommended resolutions.

Qualifications

Education & Experience

• Bachelor's degree in information technology, Computer Science, Engineering, or a related field.
• Minimum 5–7 years of experience in IT service delivery, project management, or operations management.
• Proven experience managing large-scale service delivery contracts, preferably within the banking/financial sector.
• Strong knowledge of the ITIL v4 framework and practical application in service environments.
• Familiarity with infrastructure services (servers, Red Hat, and automation tools) and branch IT operations is an advantage.

Skills & Competencies

• Excellent client management and communication skills (verbal and written).
• Strong problem-solving and decision-making abilities under pressure.
• Ability to manage cross-functional teams and third-party vendors.
• Proficient in reporting, SLA management, and service improvement planning.
• Strong financial acumen to track budgets, billing, and cost implications.

Certifications (Preferred)

• ITIL v4 Foundation or higher.
• Project Management Professional (PMP) or PRINCE2.
• Additional certifications in Red Hat, server administration, or vendor management are a plus.

Linux (RHEL) Administration

• Strong expertise in provisioning, configuration, patching, and troubleshooting RHEL environments.
• Performance tuning, log analysis, and system hardening to meet enterprise standards.

Ansible Automation

• Proficiency in writing and managing playbooks for automated deployments, configuration management, and patch management.
• Ability to integrate Ansible with CI/CD pipelines and monitoring tools for end-to-end automation.

Infrastructure Management

• End-to-end ownership of server lifecycle: build, deployment, monitoring, incident management, and recovery.
• Experience with Grafana/Prometheus for proactive monitoring and alerting.

Cross-Team Collaboration

• Close coordination with application, network, and security teams to ensure holistic service delivery and faster root-cause resolution.
• Ability to work within ITIL/BAU frameworks and support compliance requirements.

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