Lead and oversee Data AMS engagements, ensuring exceptional service delivery, SLA adherence, and client satisfaction. This role demands significant expertise in DATA applications, AMS delivery, governance, resource planning, and cultivating robust customer relationships. You will serve as the primary liaison for business and IT stakeholders, driving operational excellence, managing incidents and changes, implementing proactive improvements, and maximizing the value derived from AMS.

Immediate joiners are sought for this critical position, requiring a transition into a 12:00 PM - 9:00 PM IST shift.

Manage comprehensive DATA AMS operations, including application support, enhancements, and minor projects. Ensure all SLA/KPI targets for incidents, service requests, changes, and problem resolution are met. Lead critical service review meetings, governance forums, and monthly operational reviews. Analyze ticket trends to implement service enhancements.

Cultivate strong partnerships with client business and IT stakeholders, acting as a trusted advisor. Build rapport with key users and business process owners. Proactively manage customer expectations to ensure high satisfaction levels.

Oversee AMS team capacity, utilization, and resource allocation. Coordinate global offshore and onshore delivery teams. Ensure timely staffing and foster high team performance. Track project timelines, resource consumption, and budget adherence.

Generate detailed weekly, monthly, and quarterly management reports. Conduct thorough SLA reviews and performance reporting. Maintain accurate risk, issue, and dependency logs. Drive compliance with governance policies and ensure audit readiness.

Identify opportunities for process optimization and automation within AMS operations. Lead Root Cause Analysis (RCA), problem management, and proactive support initiatives. Champion AI, automation, and self-service capabilities. Spearhead productivity and cost optimization programs.

Supervise application changes and deployment activities. Ensure adherence to ITIL-based change management processes. Coordinate testing, deployment, and obtain necessary business sign-offs.

Possess a strong functional understanding of DATA EnterpriseOne modules, encompassing Financial Management (GL, AP, AR, FA), Procurement, Inventory Management, Sales Order Management, Manufacturing, Transportation & Logistics, Advanced Pricing, EDI and Integration Processes, Localization, and Tax Compliance.

Demonstrate proficiency in AMS Delivery Management, Incident, Problem, Change, and Release Management, along with a solid grasp of the ITIL Framework. Experience with ServiceNow or comparable ticketing systems is essential, as is expertise in Reporting and Governance Dashboards. A foundational understanding of integration landscapes, including REST APIs, Azure, and Middleware, is required.

Exhibit exceptional client relationship management, team leadership, and mentoring capabilities. Proven ability in conflict resolution, risk and issue management, and executive communication is vital for success in this role. A minimum of 10+ years in IT and 5+ years in Data AMS is necessary, along with experience leading global delivery teams and managing multi-location support teams and client stakeholders.