Application Service Delivery Manager

Role: Application Service Delivery Manager

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
• Legacy .NET 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

Skills

Mandatory Skills : Stakeholder Management