Job Description

Role Overview

Key Responsibilities

AMS Service Delivery Leadership

• Own end-to-end service delivery for Supply Chain, Finance, and EDI application portfolio.
• Ensure SLA, KPI, and operational commitments are consistently achieved.
• Lead daily, weekly, and monthly service governance activities.
• Drive high customer satisfaction through proactive service management.
• Manage support engagement across L1, L2, L3, infrastructure, and vendor teams.
• Should have deep knowledge on EDI operations and its integrations

Incident & Major Incident Management

• Lead critical incident response and restoration activities.
• Own communication with business stakeholders during Sev1 and Sev2 incidents.
• Coordinate cross-functional teams to ensure rapid issue resolution.
• Conduct post-incident reviews and Root Cause Analysis (RCA).
• Drive reduction in recurring incidents.

Problem & Change Management

• Govern Problem Management processes and corrective action tracking.
• Review recurring issues and implement preventive measures.
• Ensure successful implementation of application changes and releases.
• Participate in CAB (Change Advisory Board) reviews.

Service Governance & Reporting

• Conduct monthly service reviews with customer leadership.
• Present operational metrics, trends, risks, and improvement plans.
• Develop executive dashboards and service reports.
• Track SLA compliance, backlog, aging tickets, and service health indicators.

Stakeholder Management

• Build strong relationships with Supply Chain, Finance, Procurement, and Operations leaders.
• Act as the trusted advisor for service performance and improvement recommendations.
• Manage customer escalations and executive communications.
• Translate technical issues into business impacts and mitigation plans.

Team & Vendor Management

• Manage distributed AMS support teams.
• Coordinate activities across internal teams and external vendors.
• Ensure proper staffing, knowledge management, and resource planning.
• Drive performance, capability development, and succession planning.

Continuous Service Improvement

• Identify opportunities for service automation and process optimization.
• Drive initiatives to reduce incident volume and improve service stability.
• Improve knowledge management and shift-left support strategies.
• Leverage AI, monitoring, and predictive analytics to enhance support effectiveness.

Required Experience

Experience

• 10+ years of IT experience.
• 5+ years managing AMS or Application Support engagements.
• Experience supporting Supply Chain and Finance application landscapes.
• Strong experience managing EDI support operations.

Experience leading globally distributed support teams

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