AMS ServiceNow Support Lead

at  Evora IT

WHO WE ARE

We’re seeking a dynamic and experienced Application Management Services (AMS) Lead to join our team and play a key role in delivering high-quality support to our clients. In this leadership position, you’ll oversee a talented international support team, ensuring top-notch service delivery for Evora’s customers with AMS contracts. You will be the primary point of contact for incident management, enhancement requests, and all related customer interactions, ensuring that every task is handled efficiently and professionally.
As the AMS Lead, you’ll have the opportunity to work directly with clients to understand their needs and ensure that the solutions we provide align with their business goals. You’ll guide the team in managing application performance, ensuring high availability, and delivering impactful solutions, all while fostering a collaborative and innovative work environment.

WHO WE ARE LOOKING FOR

• Lead the AMS Team: Oversee the delivery of application management services in alignment with customer contracts, ensuring all team activities meet or exceed expectations.
• Customer-Facing Leadership: Be the primary point of contact for incident management and enhancement requests. Ensure that customers receive timely acknowledgment and updates on their inquiries.
• Coordinate Support and Enhancement Projects: Lead and manage a cross-functional team, working closely with development teams to deliver application updates, defect fixes, and enhancements.
• Manage Application Performance: Monitor key performance metrics to ensure the applications you oversee run smoothly, with minimal downtime, and meet all performance standards.
• Incident & Change Management: Proactively manage incidents, problems, and change requests, ensuring swift resolution, appropriate documentation, and consistent communication with customers.
• Collaboration with Customers: Build strong relationships with customers by understanding their pain points, requirements, and future needs, and prioritizing support tasks accordingly.
• Project Leadership: Lead small enhancement projects, ensuring they’re delivered on time, within scope, and aligned with customer expectations.
• Reporting & Monitoring: Track and report on AMS activities, including hours worked, spend vs. budget, completed work, and backlog items. Provide regular updates to senior management and stakeholders.
• Support Change Management: Assist customers in navigating change management processes, providing documentation for their Change Advisory Board (CAB).
• Team Management: Foster a collaborative, high-performance team culture while ensuring team members complete their timecards on schedule and manage availability for the team.

Please refer the Job description for details