Job Description
Job Summary (List Format): Application Service Delivery Manager
- Lead end-to-end Application Managed Services (AMS) delivery for a large, diverse enterprise application portfolio
- Serve as the primary liaison between business stakeholders and global delivery teams
- Ensure compliance with SLAs, KPIs, governance, and contractual commitments
- Manage Incident, Problem, Change, Service Request, and Knowledge Management processes across multiple technology platforms
- Oversee support and enhancement activities, including capacity planning and resource allocation for onsite, nearshore, and offshore teams
- Act as the main escalation point for business and technology leaders
- Conduct operational reviews, executive governance meetings, and drive service improvement initiatives
- Utilize AI, automation, monitoring, and analytics to enhance efficiency, reduce incidents, and improve user experience
- Develop strategies to transition support from reactive to proactive service models
- Collaborate with architecture, development, infrastructure, and business teams for modernization and technical debt reduction
- Maintain operational documentation, runbooks, SOPs, and knowledge repositories
- Drive continuous improvement initiatives focused on automation, stability, productivity, and service quality
- Require 15+ years of IT experience, with at least 5 years in AMS/Application Support/Service Delivery leadership
- Must possess strong ITIL process knowledge, executive stakeholder management, and experience with global delivery teams
- Technology expertise required in Microsoft Dynamics 365, Power Platform, .NET, Data & Analytics Platforms, and Enterprise Integration
- Preferred experience in utilities, construction, engineering, or field services, and familiarity with Azure Data Platform, Power BI, AIOps, and service automation
- ITIL Certification preferred
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