AMS Engagement Lead
Full-time
Acestack
Job Title: AMS Engagement Lead
Location: Toronto, ON
Work Arrangement: Onsite
Experience: 10+ Years
Employment Type: Full-Time Job Description
We are seeking an experienced AMS Engagement Lead to oversee end-to-end Application Management Services delivery across multiple applications and business portfolios. The ideal candidate will provide strong service governance, stakeholder management, operational leadership, SLA/KPI management, and continuous improvement while supporting modernization, cloud transformation, and AI-enabled service delivery initiatives.
Key Responsibilities- Lead end-to-end AMS delivery across multiple applications and business portfolios
- Act as the primary interface between business stakeholders, IT teams, application owners, and service delivery partners
- Drive service governance, SLA/KPI adherence, operational reviews, and executive reporting
- Manage incident, problem, change, request, and service improvement processes
- Lead major incident escalation, root-cause analysis, and corrective action tracking
- Drive continuous improvement initiatives across the AMS landscape
- Identify automation, productivity, efficiency, and cost optimization opportunities
- Support application modernization, cloud transformation, and AI-enabled service delivery initiatives
- Lead transition and transformation activities for new and existing application services
- Manage distributed delivery teams and foster collaboration across business and technology functions
- Establish service management standards, governance frameworks, and operational best practices
- Monitor service performance, risks, dependencies, issues, and action plans
- Prepare executive dashboards, service reports, governance presentations, and operational reviews
- Ensure compliance with organizational policies, processes, security standards, and service commitments
- Build strong relationships with business leaders, technology teams, vendors, and service partners
- 10+ years of total IT experience
- Strong experience in Application Management Services (AMS) and enterprise service delivery
- Proven experience leading large or complex application support engagements
- Strong understanding of ITIL-based service management processes
- Experience managing SLA, KPI, CSAT, operational governance, and service reporting
- Strong incident, problem, change, release, and transition management experience
- Experience managing distributed onsite/offshore teams
- Strong stakeholder, vendor, and executive management skills
- Experience driving continuous improvement and operational transformation
- Strong understanding of application modernization and cloud transformation
- Excellent communication, leadership, analytical, and presentation skills
- Application Management Services
- IT Service Management
- ITIL
- SLA / KPI Management
- Incident Management
- Problem Management
- Change & Release Management
- Service Governance
- Vendor Management
- Transition & Transformation
- Service Reporting
- Continuous Improvement
- Automation
- Cloud Transformation
- AI-Enabled Service Delivery
- Cost Optimization
- Operational Excellence
- Lead cross-functional and distributed AMS teams
- Establish delivery objectives, governance, and performance standards
- Mentor service delivery managers and technical leads
- Drive accountability for SLA/KPI performance
- Manage escalations, risks, dependencies, and service issues
- Conduct executive governance and operational review meetings
- Build strong partnerships with business and technology leadership
- Drive a culture of automation, innovation, and continuous improvement
- AMS Engagement Leadership
- Service Delivery Management
- Stakeholder Management
- ITIL & Service Governance
- SLA/KPI Management
- Vendor Management
- Incident & Problem Management
- Transformation & Modernization
- Cloud & AI Enablement
- Team Leadership
- Continuous Improvement
- Executive Communication
Vacancy posted 4 days ago
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