Application Service Delivery Manager

Thinknorth Llc

Charlotte, NC, United States

9 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

.NET Framework Application Programming Interfaces (APIs) Artificial Intelligence Data Analysis Apple IOS Application Portfolio Management Application Services Data Hub Mobile Application Software Knowledge Management Microsoft Dynamics Oracle (Applications)

+12 more

Power BI SQL Databases Enterprise Software Applications Microsoft Power Automate Azure Data Factory Technical Debt Information Technology Data Analytics Enterprise Integration Data Management Azure Synapse Analytics Powerapps

Job description

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. The ideal candidate will possess strong AMS leadership experience, stakeholder management skills, and a proven track record of managing complex enterprise application landscapes. Technology Landscape The application portfolio includes:

Oracle Field Service
Microsoft Dynamics 365 Field Service
Microsoft Power Platform (Power Apps, Power Automate, Dataverse)
Apple iOS Mobile Applications
Legacy .NET Applications & APIs
Azure Data Platform (Azure Synapse, ADLS, SQL)
Power BI Analytics & Reporting
Enterprise Integration Platforms, * 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.

Requirements

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, * 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