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This role is integral to driving significant productivity enhancements and transformation initiatives within large Application Management Services (AMS) accounts, typically involving over 250 full-time employees. You will operate as a key deputy to the Engagement Manager, focusing on delivering excellence and optimizing costs.

Spearhead productivity improvement and transformation efforts for substantial AMS accounts (250+ FTEs). Serve as the Engagement Manager's right hand, ensuring top-tier delivery and effective cost management. Lead critical transformation areas including ZeroOps, Automation, Generative AI, and advanced Problem Management. Effectively manage senior stakeholders from both client organizations and internal teams to ensure seamless alignment and successful execution. Uphold robust ITIL-based service management practices (Incident, Problem, Knowledge Management) and consistently drive KPI and SLA improvements.

Demonstrate extensive experience in Application Maintenance Delivery across various technologies, with a preference for SAP, BI, and CCA. Possess strong expertise in transformation and continuous improvement methodologies, including Automation, RPA, Gen AI, and Lean/Six Sigma principles. Exhibit a data-driven approach, capable of measuring ROI, analyzing key performance indicators, and steering service enhancements. Showcase excellent stakeholder management, communication, and change management capabilities. Maintain a solid understanding of ITIL processes, industrialization strategies, cost optimization techniques, and governance for large-scale delivery operations.