Delivery Manager – AMS & IMS (APAC)

Seeking an experienced Delivery Manager to lead Application Managed Services (AMS) and Infrastructure Managed Services (IMS) engagements across multiple customers in the APAC region, ensuring service stability, operational excellence, and continuous improvement.

Location: APAC region

Responsibilities

• Lead end-to-end delivery of AMS and IMS services across multiple customer accounts.
• Ensure adherence to SLAs, KPIs, and contractual service commitments.
• Manage application support, infrastructure operations, production support, and maintenance activities.
• Oversee service transition from project delivery into BAU operations, including readiness, knowledge transfer, and documentation.
• Ensure stable operations of critical systems including applications, middleware, databases, cloud platforms, and infrastructure environments.
• Act as primary escalation point for service delivery and major incidents.
• Build strong relationships with customer stakeholders across IT, operations, infrastructure, security, and business teams.
• Conduct service reviews, governance meetings, and executive steering committees.
• Drive customer satisfaction through proactive communication and effective issue resolution.
• Establish and enforce ITIL-based governance across incident, problem, change management, release management, capacity and availability management, and service continuity management.
• Ensure compliance with security, regulatory, and operational standards across industries.
• Monitor service performance and drive continual service improvement (CSI).
• Lead major incident response and crisis management activities.
• Ensure timely root cause analysis (RCA) and execution of preventive actions.
• Coordinate across application, infrastructure, cloud, security, and vendor teams during critical incidents.
• Drive service stability improvements and reduction of recurring issues.
• Lead distributed AMS/IMS teams across onsite, offshore, and nearshore locations.
• Manage end-to-end FTE resource planning, allocation, utilization, and performance management across global delivery teams.
• Oversee Service Managers, Technical Leads, Engineers, and Operations teams.
• Drive workforce planning, succession planning, and capability development.
• Foster a culture of accountability, operational excellence, and continuous improvement.
• Own delivery governance including budgeting, forecasting, and P&L management.
• Optimize service margins, resource utilization, and operational cost efficiency.
• Support contract renewals, service expansions, and change requests.
• Identify opportunities for automation and service transformation.
• Drive automation across AMS and IMS operations.
• Promote adoption of AIOps, DevOps, SRE, observability, and cloud operations practices.
• Define and execute service modernization and transformation roadmaps with customers.
• Continuously improve operational efficiency through tooling and process optimization.

Requirements

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related discipline.
• 12+ years of IT industry experience, including 5+ years in AMS/IMS delivery leadership roles.
• Experience managing enterprise managed services engagements across multiple industries.
• Strong knowledge of ITIL service management frameworks and operational governance.
• Experience in application support, infrastructure operations, production support, and service transition.
• Exposure to cloud platforms (AWS, Azure, or GCP).
• Understanding of enterprise technology landscapes including applications, middleware, databases, and infrastructure systems.
• Experience managing SLA-driven 24x7 support environments.
• Strong stakeholder management and executive communication skills.
• Proven experience handling major incidents and production operations.
• Strong experience managing onsite, offshore, and nearshore FTE teams in a global delivery model.
• Experience working in multi-vendor and geographically distributed delivery environments.