Application Service Delivery Manager

Position Overview:

We are seeking an experienced Application Service Delivery Manager to lead a large-scale Application Managed Services (AMS) engagement supporting a diverse portfolio of enterprise applications data platforms and business-critical systems.

This role will serve as the primary liaison between business stakeholders and global delivery teams driving operational excellence governance service performance continuous improvement and AI-led transformation initiatives. The ideal candidate will possess strong AMS leadership experience stakeholder management skills and a proven track record of managing complex enterprise application landscapes.

Technology Landscape

The application portfolio includes:

• Oracle Field Service
• Microsoft Dynamics 365 Field Service
• Microsoft Power Platform (Power Apps Power Automate Dataverse)
• Apple iOS Mobile Applications
• Applications & APIs
• Azure Data Platform (Azure Synapse ADLS SQL)
• Power BI Analytics & Reporting
• Enterprise Integration Platforms

Key Responsibilities

• Own end-to-end AMS service delivery ensuring compliance with SLAs KPIs governance processes and contractual commitments.
• Lead Incident Problem Change Service Request and Knowledge Management functions across multiple technology towers.
• Manage support and enhancement portfolios capacity planning resource allocation and delivery execution across onsite nearshore and offshore teams.
• Serve as the primary escalation point for business stakeholders and technology leadership.
• Drive operational reviews executive governance meetings and service improvement initiatives.
• Leverage AI automation monitoring and analytics to improve operational efficiency reduce incidents and enhance user experience.
• Develop strategies to transition support operations from reactive to proactive service models.
• Collaborate with architecture development infrastructure and business teams to support modernization initiatives and technical debt reduction.
• Maintain operational documentation runbooks SOPs and knowledge repositories.
• Drive continuous improvement initiatives focused on productivity savings automation stability and service quality.

Required Qualifications

• 15 years of IT experience
• 5 years in AMS/Application Support/Service Delivery leadership roles
• Strong background managing large enterprise application portfolios
• Deep understanding of ITIL processes including Incident Problem Change Service Request and Knowledge Management
• Experience managing global delivery teams across onsite offshore and nearshore models
• Strong executive stakeholder management communication and governance experience
• Proven track record driving automation operational excellence and service transformation initiatives
• Experience supporting SLA-driven managed services engagements
• Working knowledge of:
  • Microsoft Dynamics 365
  • Power Platform
  • .NET Applications
  • Data & Analytics Platforms
  • Enterprise Integration Ecosystems

Preferred Qualifications

• Utility Construction Engineering or Field Services industry experience
• Azure Data Platform and Power BI exposure
• Experience with AIOps Observability and Service Automation
• Managed Services Transformation and Modernization experience
• ITIL Certification preferred