Job Description

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What's this role about?
We are looking for a Service Delivery Manager to lead Product Sustenance / Application Management Services using an AI-first Next Gen AMS model, integrating SRE and KTLO practices. The role focuses on delivering stable operations, Application support services (L2, L3 and Minor Enhancements) driving automation, and transformation by embedding AI-led efficiencies into support workflows.
Here's how you'll contribute:
You'll do this by:

• Own end-to-end service delivery for product sustenance across KTLO and enhancement streams
• Drive Critical Incident resolutions, Resolution of L2 and L3 incidents & service requests and Minor enhancements
• Implement SRE practices-Observability, reliability KPIs, and performance improvements
• Drive AI-led automation, including self-heal, auto-triage, and GenAI-based knowledge/operational accelerators
• Ensure governance, SLA adherence, and stakeholder communication.
• Lead and mentor cross-functional AMS/SRE teams; ensure process excellence across incident, change, and problem management.
• Manage delivery risks, resource planning, and continuous improvement initiatives.
• Being a change agent to drive mind-set shift towards Gen AI adoptability
• Transform the traditional ways of working to Gen-AI driven NextGen AMS model

Core Skills:

• 10-12 years in AMS, Production Support, or Product Sustenance.
• Strong experience in SRE, cloud operations, and modern observability tooling.
• Existing Experience with driving automation & productivity improvements initiatives through AI
• Hands-on exposure to AIOps, GenAI agents, or AI-led automation in AMS.
• Excellent delivery governance, communication, and stakeholder management skills.

Desired Skills:

• Certifications in SRE, ITIL, DevOps, or Cloud.
• Experience in product engineering environments.

How we'd like you to lead:
Advantage Zensar
We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.
Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans' status.
Zensar is a place where you are free to express yourself in an environment that values individuality, nurtures development and is mindful of wellbeing. We put our people and customers at the center of everything that we do. Our core values include:

• Putting people first
• Client-centricity
• Collaboration

Skills Required