Application Service Delivery Manager

About the role

We are seeking an experienced Application Service Delivery Manager to lead a large-scale Application Managed Services (AMS) engagement supporting a diverse portfolio of enterprise applications, data platforms, and business-critical systems. This role will serve as the primary liaison between business stakeholders and global delivery teams, driving operational excellence, governance, service performance, continuous improvement, and AI-led transformation initiatives.

Responsibilities

• Own end-to-end AMS service delivery, ensuring compliance with SLAs, KPIs, governance processes, and contractual commitments.
• Lead Incident, Problem, Change, Service Request, and Knowledge Management functions across multiple technology towers.
• Manage support and enhancement portfolios, capacity planning, resource allocation, and delivery execution across onsite, nearshore, and offshore teams.
• Serve as the primary escalation point for business stakeholders and technology leadership.
• Drive operational reviews, executive governance meetings, and service improvement initiatives.
• Leverage AI, automation, monitoring, and analytics to improve operational efficiency, reduce incidents, and enhance user experience.
• Develop strategies to transition support operations from reactive to proactive service models.
• Collaborate with architecture, development, infrastructure, and business teams to support modernization initiatives and technical debt reduction.
• Maintain operational documentation, runbooks, SOPs, and knowledge repositories.
• Drive continuous improvement initiatives focused on productivity savings, automation, stability, and service quality.

Qualifications

• 15+ years of IT experience
• 5+ years in AMS/Application Support/Service Delivery leadership roles
• Strong background managing large enterprise application portfolios
• Deep understanding of ITIL processes including Incident, Problem, Change, Service Request, and Knowledge Management
• Experience managing global delivery teams across onsite, offshore, and nearshore models
• Strong executive stakeholder management, communication, and governance experience
• Proven track record driving automation, operational excellence, and service transformation initiatives
• Experience supporting SLA-driven managed services engagements
• Working Knowledge Of Microsoft Dynamics 365 Power Platform, .NET Applications, Data & Analytics Platforms, Enterprise Integration Ecosystems

Preferred Qualifications

• Utility, Construction, Engineering, or Field Services industry experience
• Azure Data Platform and Power BI exposure
• Experience with AIOps, Observability, and Service Automation
• Managed Services Transformation and Modernization experience
• ITIL Certification preferred

Skills

• Mandatory Skills: Stakeholder Management, .NET, Apple iOS, application portfolio, APIs, Application Service, AI, Azure Data, Azure Synapse, Analytics, Data & Analytics, Dataverse, data platforms, Enterprise Integration, enterprise applications, enterprise application, IT experience, Knowledge Management, Microsoft Dynamics 365, Power Automate, Mobile Applications, Oracle, Power BI, Power Apps, SQL, technical debt, communication, leadership, proactive, strategies, architecture, driving automation, automation, operational efficiency, continuous improvement, capacity planning
• Industry/Platforms: Construction, Field Service, governance, governance processes, ITIL Certification, ITIL processes, ITIL, infrastructure, KPIs, landscapes, nearshore, offshore, operational excellence, Managed Services, Service Automation, resource allocation, service delivery, service models, service improvement, service quality, stakeholder management skills, Application Support, user experience

Location: Charlotte, North Carolina

Job type: Contract

Salary: $70 - 80 per hour

Work hours: 8am to 4pm

Education: Bachelor’s