IT Service Delivery/Project Manager - AMS (Java/.NET & ERP Systems)

Job Summary:

We are seeking a dynamic and experienced Service Delivery Manager - AMS (Java/.NET & ERP Systems) to lead and manage end-to-end service delivery for our AMS clients. The ideal candidate will have a strong background in managing cross-functional teams across custom application development (Java/.NET) and ERP platforms (Microsoft Dynamics 365 or SAP).

Key Responsibilities:

Service Delivery Leadership:

• Own the delivery of AMS services across multiple clients and technology stacks.
• Ensure SLAs, KPIs, and contractual obligations are consistently met or exceeded.
• Act as the primary point of contact for client escalations and service reviews.

Team & Stakeholder Management:

• Lead and mentor cross-functional teams including developers, ERP consultants, and support analysts.
• Collaborate with internal stakeholders, including project managers, architects, and business analysts.
• Foster a culture of accountability, continuous learning, and innovation.

Technical Oversight:

• Provide guidance on technical solutions and best practices across Java, .NET, D365, and SAP platforms.
• Ensure adherence to ITIL processes and DevOps practices where applicable.
• Drive automation and efficiency improvements in service delivery.

Client Engagement:

• Build strong relationships with clients, understanding their business needs and aligning services accordingly.
• Conduct regular service reviews and present performance reports and improvement plans.

Continuous Improvement:

• Identify opportunities for service optimization and cost reduction.
• Implement proactive monitoring, incident prevention, and knowledge management strategies.

Required Qualifications:

• Bachelors or Masters degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in IT service delivery, with at least 3 years in a leadership role.
• Proven experience managing teams supporting:
• Custom applications built on Java or .NET
• ERP systems such as Microsoft Dynamics 365 (D365) or SAP
• Strong understanding of ITIL framework and service management tools (e.g., ServiceNow, Remedy).
• Excellent communication, stakeholder management, and conflict resolution skills.
• Experience working in a global delivery model with onshore/offshore teams.

Preferred Qualifications:

• ITIL v4 Certification
• PMP or equivalent project management certification
• Experience with Agile/DevOps environments
• Exposure to cloud platforms (Azure, AWS, or GCP)