Service Delivery Manager – AMS (Legacy & Cloud Applications)

Job description

Position Description:

The Service Delivery Manager (SDM) is responsible for ensuring the high-quality delivery of Application Management Services (AMS) for a portfolio of enterprise applications. This portfolio includes both legacy Java-based applications and modern cloud applications, some of which are managed in cooperation with third-party providers. The SDM plays a key role in maintaining service stability, meeting SLA commitments, managing incidents and changes, and supporting ongoing service development in close collaboration with both the client and internal delivery teams.

Your future duties and responsibilities:

• Ensure end-to-end delivery of AMS services in line with agreed SLAs and O(Operational)LAs.
• Coordinate support teams (developers, business analysts, cloud vendors) across the entire technology stack.
• Lead regular service review meetings with the client, covering KPIs, incidents, changes, and service roadmap.
• Manage incidents and problems in alignment with ITIL principles, including Root Cause Analysis and trend identification.
• Oversee change and release processes for both legacy and cloud applications.
• Act as a key point of contact for third-party service providers and cloud integration partners.
• Support knowledge management processes, including documentation, runbooks, and knowledge transfer activities.
• Identify and escalate service risks or recurring issues.
• Participate in service improvement and transformation planning, including cost optimization and innovation.
• Support onboarding of new applications into the AMS operating model.

Required qualifications to be successful in this role:

Technical / Process Knowledge:
• Proven experience delivering AMS or application support services in hybrid environments (on-premise and cloud).
• Strong knowledge of ITIL framework (certification is a plus).
• Experience with legacy systems (Java platforms, application servers, databases) and familiarity with cloud platforms (Azure, AWS, GCP, SaaS).
• Understanding of application lifecycle management, DevOps, or CI/CD is an advantage.

Soft Skills:
• Excellent communication skills (in both Czech and English).
• Ability to manage client expectations and facilitate cross-functional collaboration between business and IT.
• Proactive problem solver with a continuous improvement mindset.
• Experience leading virtual teams or coordinating multiple service providers.

Desirable Qualifications:
• Background in the energy, utilities, or regulated industries.
• Experience in a multi-client or multi-provider delivery model.
• Familiarity with ITSM tools (e.g., Jira, ServiceNow, Remedy).

What we offer
• Great mixture of friendly atmosphere and stability of one of the biggest IT companies (Our employees stay with us for more than 8 years on average)
• Possibility to purchase company share and participation in company profit
• Professional growth and development through certified training programs and knowledge sharing
• The full-time contract for an indefinite period
• Flexible working hours
• Home-office upon agreement
• Multi-sport card
• 900 CZK/monthly for your leisure activities
• 140 CZK meal vouchers
• 5 weeks of vacation + 3 sick days
• 30 days of fully paid sick leave
• Life Insurance
• Company loan without interest
• Mental health program

Skills:

·  Service Delivery Management

What you can expect from us:

Společně, jako vlastníci, převádíme odborné znalosti do praxe.

Život ve společnosti CGI je založen na vlastnictví, týmové práci, respektu a pocitu sounáležitosti. U nás můžete naplno využít svůj potenciál.

Zveme vás, abyste se od prvního dne stali vlastníky. Společně pracujeme na tom, aby se náš sen stal skutečností. Proto o sobě mluvíme jako o partnerech CGI, a ne jako o zaměstnancích. Těžíme z našeho společného úspěchu a máme možnost a odpovědnost aktivně se podílet na směřování a strategii naší společnosti.

Vaše práce vytváří hodnoty. Budete rozvíjet inovativní řešení a trvalé vztahy s kolegy a klienty a zároveň budete mít přístup ke globálním možnostem, abyste mohli proměnit své nápady ve skutečnost, využít nové příležitosti a těžit z předních odborných znalostí v oboru a technologií.

Budete rozvíjet svou kariéru tím, že se připojíte ke společnosti, která je postavena, aby rostla a přetrvala. Podpoří vás vedoucí pracovníci, kterým záleží na vašem zdraví a pohodě, a kteří vám pomohou využít příležitostí k rozvoji vašich dovedností a rozšíření obzorů.

Přidejte se k nám, k jedné z největších firem poskytujících poradenské služby v oblasti IT na světě.