EDI AMS Service Delivery Manager Job at Programmers.io, Berkeley Heights, NJ

  • Programmers.io
  • Berkeley Heights, NJ

Job Description

Role Overview

Key Responsibilities

AMS Service Delivery Leadership

  • Own end-to-end service delivery for Supply Chain, Finance, and EDI application portfolio.
  • Ensure SLA, KPI, and operational commitments are consistently achieved.
  • Lead daily, weekly, and monthly service governance activities.
  • Drive high customer satisfaction through proactive service management.
  • Manage support engagement across L1, L2, L3, infrastructure, and vendor teams.
  • Should have deep knowledge on EDI operations and its integrations

Incident & Major Incident Management

  • Lead critical incident response and restoration activities.
  • Own communication with business stakeholders during Sev1 and Sev2 incidents.
  • Coordinate cross-functional teams to ensure rapid issue resolution.
  • Conduct post-incident reviews and Root Cause Analysis (RCA).
  • Drive reduction in recurring incidents.

Problem & Change Management

  • Govern Problem Management processes and corrective action tracking.
  • Review recurring issues and implement preventive measures.
  • Ensure successful implementation of application changes and releases.
  • Participate in CAB (Change Advisory Board) reviews.

Service Governance & Reporting

  • Conduct monthly service reviews with customer leadership.
  • Present operational metrics, trends, risks, and improvement plans.
  • Develop executive dashboards and service reports.
  • Track SLA compliance, backlog, aging tickets, and service health indicators.

Stakeholder Management

  • Build strong relationships with Supply Chain, Finance, Procurement, and Operations leaders.
  • Act as the trusted advisor for service performance and improvement recommendations.
  • Manage customer escalations and executive communications.
  • Translate technical issues into business impacts and mitigation plans.

Team & Vendor Management

  • Manage distributed AMS support teams.
  • Coordinate activities across internal teams and external vendors.
  • Ensure proper staffing, knowledge management, and resource planning.
  • Drive performance, capability development, and succession planning.

Continuous Service Improvement

  • Identify opportunities for service automation and process optimization.
  • Drive initiatives to reduce incident volume and improve service stability.
  • Improve knowledge management and shift-left support strategies.
  • Leverage AI, monitoring, and predictive analytics to enhance support effectiveness.

Required Experience

Experience

  • 10+ years of IT experience.
  • 5+ years managing AMS or Application Support engagements.
  • Experience supporting Supply Chain and Finance application landscapes.
  • Strong experience managing EDI support operations.

Experience leading globally distributed support teams

Job Tags

Shift work

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