全职 Application Support Maintenance (AMS) Program Manager 工作, 薪水, Ampstek Federal Territory 公司招聘中 - Ricebowl

Detailed JD (Roles and Responsibilities)

Own and manage large-scale AMS programs (L1/L2/L3 support, enhancements, upgrades).

Define and implement governance models, including SLAs, KPIs, and reporting frameworks.

Ensure adherence to ITIL processes (Incident, Problem, Change, Release management).

Drive service delivery excellence across global delivery teams

Client & Stakeholder Management

Act as the primary point of contact for senior client stakeholders.

Build strong relationships and ensure high customer satisfaction (CSAT).

Lead service reviews, steering committees, and executive reporting.

Identify opportunities for account growth and upsell/cross-sell.

Delivery Management

Oversee day-to-day AMS operations, ensuring SLA compliance.

Manage resource planning, utilization, and capacity.

Handle escalations and ensure timely resolution of critical issues.

Team Leadership

Lead cross-functional teams (developers, support engineers, architects).

Mentor delivery leads and ensure high team engagement.

Establish a culture of accountability and innovation

Total Experience

12+

Relevant Experience

8+

Mandatory Skill

Strong program/project management skills (Agile/Waterfall/Hybrid).

Strong experience in Application Managed Services (AMS) delivery.

Good to have knowledge of OpenText ECM platforms.

Proven expertise in ITIL-based service management

Desired skills

Excellent stakeholder and executive communication skills.

Strong financial acumen (budgeting, forecasting, P&L).

Experience managing global delivery teams.

Ability to drive digital transformation and automation initiatives