Job Summary
The Application Service Delivery Manager is responsible for leading large-scale Application Managed Services (AMS) engagements supporting a diverse portfolio of enterprise applications, data platforms, analytics solutions, mobile applications, and integration platforms. The role focuses on end-to-end service delivery, operational governance, stakeholder management, service performance, continuous improvement, automation, and AI-led transformation initiatives across complex enterprise application environments.
Key Responsibilities
• Own end-to-end AMS service delivery, ensuring compliance with SLAs, KPIs, governance processes, and contractual commitments.
• Lead Incident, Problem, Change, Service Request, and Knowledge Management functions across multiple technology towers.
• Manage support and enhancement portfolios, capacity planning, resource allocation, and delivery execution across distributed delivery teams.
• Serve as the primary escalation point for business stakeholders and technology leadership.
• Drive operational reviews, executive governance meetings, and service improvement initiatives.
• Leverage AI, automation, monitoring, and analytics to improve operational efficiency, reduce incidents, and enhance user experience.
• Develop strategies to transition support operations from reactive to proactive service models.
• Collaborate with architecture, development, infrastructure, and business teams to support modernization initiatives and technical debt reduction.
• Maintain operational documentation, runbooks, SOPs, and knowledge repositories.
• Drive continuous improvement initiatives focused on productivity savings, automation, stability, and service quality.
Required Qualifications
• 15+ years of IT experience.
• 5+ years of experience in AMS, Application Support, or Service Delivery leadership roles.
• Strong background managing large enterprise application portfolios.
• Deep understanding of ITIL processes, including Incident, Problem, Change, Service Request, and Knowledge Management.
• Experience managing distributed delivery teams across onsite, offshore, and nearshore models.
• Strong executive stakeholder management, communication, and governance experience.
• Proven track record driving automation, operational excellence, and service transformation initiatives.
• Experience supporting SLA-driven managed services engagements.
• Working knowledge of Microsoft Dynamics 365.
• Working knowledge of Microsoft Power Platform, including Power Apps, Power Automate, and Dataverse.
• Working knowledge of .NET applications and APIs.
• Working knowledge of data and analytics platforms.
• Working knowledge of enterprise integration ecosystems.
Preferred Qualifications
• Experience in utility, construction, engineering, or field services industries.
• Exposure to Azure Data Platform and Power BI.
• Experience with AIOps, observability, and service automation.
• Experience with managed services transformation and modernization initiatives.
• Strong understanding of AI, automation, and analytics-driven service improvement.
