Delivery Manager AMS (Application Managed Services) - Santa Clara, CA Hybrid

Role: Delivery Manager AMS (Application Managed Services)

Location: Santa Clara, CA Hybrid

Description

Sr. Manager AMS (Application Managed Services) is responsible and effectively balances solution delivery, recurring operations, and incident management. Identifies opportunities to improve efficiency and effectiveness, implements the improvements, and constantly ensures that all team members are working at the top of their skills and knowledge. Effectively partners with operational colleagues to ensure successful organizational change management, adoption of solutions, and value realization. A qualified candidate will have broad technical proficiency, exceptional communication skills, and ability to manage multiple priorities effectively.

Responsibilities:

• Direct active Incidents and the full end-to-end Incident service governance which includes the management of Incident channels, process, conference calls, facilitating service recovery, gathering required support teams, overseeing escalations, issuing communications, and preparing executive communications.
• AMS manager to collaborate with different service tracks and bring on value addition and strict SLA adherence
• Lead and participate in maturity of resiliency and continuity programs, drills, and processes.
• Build and evolve the practice of Incident & Problem Management, developing processes and systems to drive continuous improvement globally.
• Leads and/or participates in post Incident review and Problem Management meetings with key stakeholders and service owners.
• Document pertinent information that aids process improvement, identifies deviations, and enables the creation of Known Errors and Knowledge.
• Create, monitor, and evaluate dashboards for various audience within and outside ITSM toolset.
• Collates and analyses data for metrics and KPIs.
• Monitor and ensure compliance with SLAs, taking necessary actions to avoid breaches.
• Identifies opportunities and ownership for automation and/or continuous improvement of process steps and best practices.
• Formulate, implement, orchestrate, and innovate technologies, processes and procedures for recovery and remediation.
• Establish and govern proactive element with the goal of identifying and capture preventative actions via a robust problem management process through resolution and root cause.

Skills Needed:

• Minimum of 10-15 years of relevant technical experience, with a focus on leadership and strategy in the IT Service Management space, managing sizeable AMS programs with multiple platforms and applications.
• Bachelor s degree or higher in Computer Science / Information Systems or a related field / work environment preferred.
• Intermediate-Expert ITIL Certifications with in-depth knowledge of Incident and Problem Management processes, frameworks, and best practices.
• Analytical and Critical Thinking Skills: Strong analytical and problem-solving abilities, with the ability to analyze complex issues, identify trends, and implement effective solutions.
• Stakeholder Management: Excellent communication and stakeholder management skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Strategic Thinking: Demonstrated ability to think strategically, develop long-term plans, and align incident, problem, and availability management activities with business objectives.
• Compliance and Governance Knowledge: Familiarity with industry regulations, standards, and frameworks related to incident, problem, and availability management (ISO 20000, ITIL, etc.).
• Continuous Improvement Mindset: Strong focus on driving continuous improvement, embracing emerging technologies, and implementing industry best practices.
• Experienced knowledge of mature Major Incident, Problem, and Resiliency within a ITSM ticketing system - ServiceNow Preferred or similar.
• Confidence to drive and run large conference calls.
• Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results.

On-Call Support.

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