Job Overview

We are seeking an experienced AMS Manager to lead our Application Delivery & Management Services team. The ideal candidate has experience in web application development and is familiar with the AMS processes and requirements typical of an enterprise company. He/She will be responsible for managing a team of support specialists and ensuring the smooth operation, maintenance, and continuous improvement of our business-critical applications, including SharePoint, Power Platform, ServiceNow, Drupal CMS (intranet and internet sites), and custom web applications.

Key Responsibilities

Lead, mentor, and develop a team of AMS support professionals, ensuring high performance and motivation. Oversee day-to-day support operations for SharePoint, Power Platform, ServiceNow, Drupal, Orion and custom web applications. Act as the main point of contact for escalations, incident management, and service requests. Ensure SLAs and KPIs are met, and drive continuous improvement in service delivery. Collaborate with business stakeholders to understand requirements and translate them into actionable support activities. Collaborate with other IT teams. Coordinate with development teams for issue resolution, enhancements, and upgrades. Maintain documentation, knowledge base, and best practices for supported applications. Monitor system health, perform root cause analysis, and implement preventive measures. Manage vendor relationships and third-party support contracts as needed.

Requirements

Proven experience (5+ years) in AMS, application support, or IT service management, with at least 2 years in a leadership or managerial role. Expertise in at least two of the following: SharePoint, Power Platform, ServiceNow, Drupal, or custom web applications. Excellent problem-solving, communication, and stakeholder management skills. Experience with incident, change, and problem management processes. Experience with Infrastructure requirements and monitoring tools Ability to work in a fast-paced, dynamic environment and manage multiple priorities. Fluent in English (spoken and written).

Preferred Qualifications

ITIL certification or equivalent. Experience in collaborating with geographically distributed teams. Familiarity with Agile methodologies. Previous experience in large enterprise environments.

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