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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex AMS contracts and operations, ensuring compliance with service levels and operational metrics. Proficient in leading multidisciplinary teams, contract management, and implementing IT service management processes.
Highest-signal resume keywords
Contract ManagementSLA ManagementApplication Support OperationsIT Service Management ProcessesTeam Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational MetricsIncident ManagementChange ManagementRequest ManagementProblem ManagementCapacity ManagementPerformance ManagementBacklog ReductionFinancial Performance TrackingGovernance Meeting Facilitation
Soft Skills
Excellent CommunicationNegotiation SkillsConflict ManagementAnalytical ThinkingOrganizational Skills
Tools & Technologies
ServiceNowJira Service ManagementSAP HCMSAP SuccessFactors
Certifications & Qualifications
ITIL Certification
Industry Keywords
Managed ServicesConsulting FirmsTechnology CompaniesHuman ResourcesTalent Management
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Manage highly complex AMS contracts and operations, ensuring compliance with contractual commitments and established service levels
- Monitor SLA, volume, backlog, criticality, response time, recurrence, and customer satisfaction metrics
- Serve as the primary point of contact among clients, technical teams, internal departments, partners, and other stakeholders
- Structure and lead governance meetings, executive committees, service reviews, and performance presentations
- Manage critical incidents and escalation situations, coordinating teams, client communications, and recovery plans
- Identify operational, contractual, and capacity risks, establishing preventive and corrective action plans
- Ensure the appropriate prioritization and allocation of requests based on criticality, capacity, expertise, and contractual commitments
- Lead, develop, and engage multidisciplinary application support teams
- Analyze recurring incident causes and lead continuous improvement, automation, standardization, and backlog reduction initiatives
- Ensure the application of incident, problem, change, request, and service-level management processes
- Monitor operational capacity, productivity, and efficiency, supporting resource sizing and allocation decisions
- Track the financial performance of contracts, including budget, costs, profitability, and efficient team utilization
- Support contract negotiations, renewals, scope reviews, and expansions
- Collaborate with Sales, Presales, and Delivery teams in preparing proposals, estimates, and service delivery models
- Ensure the documentation of processes, decisions, action plans, metrics, and relevant knowledge to maintain operational continuity
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Information Technology, Engineering, or a related field
- Strong experience managing application support operations, managed services, or AMS, preferably in consulting firms or technology companies
- Experience managing multiple contracts, clients, or medium- and high-complexity operations simultaneously
- Experience with SLA management, operational metrics, backlog, critical incidents, escalations, and improvement plans
- Experience leading and developing multidisciplinary teams, including capacity, performance, and priority management
- Ability to lead governance meetings and executive presentations, translating technical topics into clear business information
- Knowledge of IT service management processes, including incident, problem, change, request, and service-level management
- Experience with contract management, resource planning, and monitoring operational costs or profitability
- Excellent verbal and written communication, negotiation skills, and the ability to manage conflicts
- Analytical, organized, results-oriented profile with the ability to make decisions under pressure
- Ability to build relationships of trust with clients, teams, and executive leaders
- Preferred: Knowledge of the SAP HCM and/or SAP SuccessFactors ecosystem
- Preferred: Understanding of key Human Resources, payroll, personnel administration, and talent management processes
- Preferred: Experience with service management and ticketing tools such as ServiceNow, Jira Service Management, or similar platforms
- Preferred: Knowledge of ITIL practices and processes
- Preferred: Familiarity with agile methodologies, project management, and continuous improvement
- Preferred: Knowledge of governance models, customer experience metrics, and vendor management