AMS Technical Service Delivery Manager
- Job Title: AMS Technical SDM
- Location: Remote
- Client: Cognizant / Spartan
- Experience Required: 8 12+ Years
Job Summary
We are seeking an AMS Technical Service Delivery Manager (SDM) to lead end-to-end application support services. This role acts as the Single Point of Contact (SPOC) for production support, ensuring stability and efficiency for mission-critical applications. You will be responsible for overseeing high-priority incident management (P1/P2), driving root cause analysis (RCA), and managing the seamless coordination between onsite stakeholders and offshore delivery teams. Expertise in Manhattan or McLeod TMS is essential for navigating the technical complexities of this transportation-focused environment.
Key Responsibilities & Required Skills
Production Support & ITIL Governance
- Incident Management: Lead the resolution of P1/P2 defects, managing major incidents from detection through Root Cause Analysis (RCA) and preventive action implementation.
- SLA/OLA Adherence: Ensure all support activities strictly meet Service Level Agreements and contractual commitments, tracking metrics such as MTTR, backlog health, and system availability.
- Process Leadership: Oversee Change, Problem, and Service Request Management frameworks to ensure high-quality production support operations.
TMS Domain Expertise
- Transportation Management Systems: Apply deep functional knowledge of Manhattan or McLeod TMS applications to troubleshoot and optimize logistics workflows.
- Implementation Practices: Lead and support application implementation procedures with a focus on process simplification and operational stability.
- Post-Production Validation: Support software releases and deployments, ensuring successful post-production validation and minimal disruption to the business.
Stakeholder & Delivery Management
- Offshore Coordination: Act as the bridge to offshore support teams, providing guidance and ensuring timely resolution of technical issues.
- Service Governance: Conduct regular operational reviews, status reporting, and governance meetings with client leadership.
- Continuous Improvement: Identify opportunities for automation and process optimization to drive long-term efficiency in the AMS ecosystem.
Mandatory Technical Requirements
- AMS Leadership: 8 12+ years of IT experience with a heavy focus on Application Management Services (AMS).
- TMS Experience: Hands-on knowledge of Manhattan or McLeod Transportation Management Systems.
- ITIL Mastery: Strong understanding of ITIL processes and tools (ServiceNow, JIRA, or Remedy).
- Client-Facing: 3+ years in a lead role managing senior stakeholders.
Thanks,
_______________________________________
Aditya Jain | New York Technology Partners
120 Wood Avenue S | Suite 504 | Iselin NJ 08830
Email: Direct: EXT: 482
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