The AMS Governance Manager is responsible for establishing, maintaining, and continuously improving governance processes, service performance management, operational reporting, vendor governance, service integration, and continual service improvement across Shaw's Application Managed Services (AMS) organization, with primary responsibility for Oracle Fusion Application Managed Services.

This role serves as the primary governance and service integration partner to AMS Service Delivery leadership, ensuring governance standards, performance management practices, reporting processes, and operational controls are established, measured, and consistently adopted across the AMS organization.

The position is accountable for governance transparency, service performance reporting, vendor governance, operational insights, ServiceNow governance, data quality, and continual service improvement while enabling effective collaboration between business stakeholders, Service Delivery, Service Desk, development teams, infrastructure teams, and managed service providers.

The AMS Governance Manager plays a critical role in ensuring AMS services are effectively governed, measured, monitored, and continuously improved to support operational excellence, service maturity, and business outcomes.

Key Responsibilities

• Establish, maintain, and continuously mature AMS governance processes, operating standards, service review frameworks, performance management practices, and service integration models.

• Own service performance management processes, including SLA governance, KPI management, operational reporting, executive dashboards, service scorecards, and performance analytics.

• Lead governance reviews, operational health assessments, vendor governance meetings, and executive service performance reviews.

• Serve as the primary governance and service integration partner to AMS Service Delivery leadership, ensuring governance standards, reporting processes, and service management practices are consistently adopted across AMS operations.

• Partner with business process owners, AMS Service Delivery leadership, and technology teams to support governance activities, reporting requirements, operational reviews, and continual improvement initiatives.

• Act as the business owner for AMS ServiceNow governance, including process requirements, workflow governance, reporting standards, service models, and continual service management improvements.

• Establish governance alignment between ServiceNow, Azure DevOps (ADO), Oracle Fusion support processes, AMS providers, Service Desk operations, and development organizations.

• Facilitate service integration activities between Oracle Fusion stakeholders, AMS providers, Service Delivery leadership, Service Desk, infrastructure teams, and development organizations to support effective application support and service management.

• Develop and maintain executive dashboards, operational scorecards, governance reporting, service analytics, and performance insights supporting executive decision-making.

• Ensure reporting accuracy, data integrity, service transparency, and operational visibility across AMS services.

• Identify recurring service issues, operational risks, process gaps, and improvement opportunities through trend analysis, governance reviews, and performance reporting.

• Support Problem Management and Continual Service Improvement (CSI) initiatives through data-driven analysis and actionable recommendations.

• Promote adoption of automation, reporting innovation, analytics, and emerging technologies that improve service quality, operational efficiency, governance maturity, and user experience.

• Support development and adoption of standardized governance, reporting, service management, and operational excellence practices across the AMS organization.

• Partner with the Director, Global Infrastructure & AMS on governance strategy, service maturity initiatives, vendor governance, and long-term operational improvements.

Success Measures

Governance & Compliance

• Governance effectiveness across the AMS ecosystem

• Governance compliance and process adherence

• Adoption of standardized governance practices

• Service management maturity

Performance Management

• SLA attainment

• KPI quality and performance visibility

• Reporting accuracy and data integrity

• Dashboard adoption and reporting maturity

• Operational visibility supporting executive decision-making

Vendor Governance

• Vendor performance transparency

• Vendor accountability

• Successful governance of managed service providers

Continual Improvement

• Reduction of recurring service issues

• Successful implementation of continual improvement initiatives

• Service integration effectiveness

• Operational efficiency improvements

Owns

• AMS governance framework

• Service performance management

• KPI and SLA governance

• Executive reporting and operational dashboards

• Vendor governance framework

• ServiceNow governance

• Governance reviews and operational health assessments

• Service integration framework

• Continual Service Improvement (CSI) governance

• Operational reporting standards

• Governance process maturity

Technical Skills & Experience

• Strong understanding of IT Service Management (ITSM) disciplines, including Incident, Request, Problem, Change, Knowledge, Service Level, and Continual Improvement Management.

• Experience supporting Oracle Fusion, enterprise ERP environments, or complex enterprise application support organizations.

• Experience with ServiceNow ITSM capabilities, reporting, dashboards, workflow governance, and service management processes.

• Experience with Azure DevOps (ADO), Agile delivery methodologies, and support-to-development integration models.

• Experience governing vendor performance, managed service providers, and service integration frameworks.