Service Delivery Manager – AMS Projects

Service Delivery Manager – AMS Projects
Calgary, Canada (Onsite – 5 days a week, work from office)
Contract

Email: mohit@jconnectinc.com

Note:- looking for candidates those who are presently in Canada

Job description:-
Required Skills & Certifications
15+ years of IT experience, 5+ years of experience in managing AMS (Application Maintenance and Support) projects.
Strong understanding of ITSM processes and tools like ServiceNow.
Proven stakeholder management and communication skills
ITIL certification is preferred.
Familiarity with governance frameworks, DevOps practices, and multi-vendor environments.

1. Operational Oversight and Delivery Management
·       Ensure steady-state operations across AMS towers such as Maximo, OFS, ESRI, and G-Tech.
·       Manage incident, problem, and change management processes, using platforms like ServiceNow.
·       Drive performance improvements and ensure SLAs and KPIs are met consistently.

2. Stakeholder and Client Engagement
·       Act as the primary point of contact for client stakeholders, ensuring alignment between delivery and business expectations.
·       Conduct regular governance meetings, including MBR (Monthly Business Review) sessions, to report on performance and issues.
·       Handle escalations and ensure timely resolution of client concerns.

3. Resource and Team Management
·       Lead onsite and offshore teams, coordinating resource fulfilment and onboarding.
·       Manage resource allocation and invoicing, ensuring commercial constructs are in place for billing.

4. Strategic Planning and Transition Support
·       Support transition planning and execution for new AMS engagements.
·       Collaborate on proposal development and cost modelling to meet EBIT and PAT targets.
·       Align AMS delivery with broader transformation goals, including modernization and resiliency.
·       Work with Practice Units for operational transformation roadmap.
Skills
Mandatory Skills : Resource Management, Stakeholder Management, Benefits Management, Quality Management, Project Planning, Scope & Change Management, Schedule Management, Project Financial Management, Risk/Crisis Management, Project Governance