全职 AMS Service Lead SPOC 工作, 薪水, Tap Growth Ai Federal Territory 公司招聘中 - Ricebowl

Role Summary

Act as the primary client-facing SPOC for Application Management Services (AMS). Ensure service delivery meets SLAs, manage escalations, and drive continuous improvement in support operations.

Key Responsibilities

• Own the AMS service delivery process – incidents, service requests, problem management.
• Lead weekly/monthly service reviews with clients and internal teams.
• Manage ticket aging, resource allocation, and shift handovers.
• Identify recurring issues and drive root cause analysis.
• Coordinate with functional, technical, and infrastructure teams.
  
  

Required Skills & Experience

• 6+ years in IT service management, with at least 3 years in AMS leadership role.
• ITIL v3/v4 Foundation certification.
• Experience with PeopleSoft or similar ERP support.
• Strong reporting skills (KPIs, SLAs, CSAT).
  
  

Preferred

• Experience with ServiceNow or Jira Service Management.