Associate Project Manager

Birlasoft; Bengaluru; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Birlasoft is seeking an experienced AMS Delivery Lead in Bengaluru to head managed services engagements, including support and enhancements. You will drive ITIL-aligned incident, problem, and change management, oversee SLA/KPI governance, and guide cross-functional teams using Scrum/PM methodologies.

The role requires 7–9 years in AMS delivery, hands-on ticketing tool experience, and strong analytics to optimize service delivery. Global delivery exposure and cloud/DevOps awareness are a plus.

Qualifications

• 7–9 years of experience in AMS / Managed Services Delivery.
• Proven experience in leading AMS engagements (support + enhancements).
• Strong understanding of ITIL processes (Incident, Problem, Change Management).
• Experience with SLA/KPI management and governance frameworks.
• Hands-on experience in ticket management tools (ServiceNow, Jira, Remedy).
• Experience working as Scrum Master / Project Manager in Agile environments.
• Strong analytical skills for KPI tracking and service optimization.

Responsibilities

• 7–9 years of experience in AMS / Managed Services Delivery.
• Proven experience in leading AMS engagements (support + enhancements).
• Strong understanding of ITIL processes (Incident, Problem, Change Management).
• Experience with SLA/KPI management and governance frameworks.
• Hands-on experience in ticket management tools (ServiceNow, Jira, Remedy).
• Experience working as Scrum Master / Project Manager in Agile environments.
• Strong analytical skills for KPI tracking and service optimization.

Skills

AMS Delivery

Leadership

ITIL

SLA KPI

Ticketing tools

Scrum Master / PM

KPI analytics

Global delivery

DevOps exposure

Education

Bachelor's degree in CS/IT

ITIL certification

Agile certification (PMP/Prince2)

Tools

ServiceNow

Jira

Remedy

Job description

• 7–9 years of experience in AMS / Managed Services Delivery
• Proven experience in leading AMS engagements (support + enhancements)
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience with SLA/KPI management and governance frameworks
• Hands‑on experience in ticket management tools (ServiceNow, Jira, Remedy)
• Experience working as Scrum Master / Project Manager in Agile environments
• Strong analytical skills for KPI tracking and service optimization

Area(s) of responsibility

• 7–9 years of experience in AMS / Managed Services Delivery
• Proven experience in leading AMS engagements (support + enhancements)
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience with SLA/KPI management and governance frameworks
• Hands‑on experience in ticket management tools (ServiceNow, Jira, Remedy)
• Experience working as Scrum Master / Project Manager in Agile environments
• Strong analytical skills for KPI tracking and service optimization

Required Skills & Experience

• 7–9 years of experience in AMS / Managed Services Delivery
• Proven experience in leading AMS engagements (support + enhancements)
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience with SLA/KPI management and governance frameworks
• Hands‑on experience in ticket management tools (ServiceNow, Jira, Remedy)
• Experience working as Scrum Master / Project Manager in Agile environments
• Strong analytical skills for KPI tracking and service optimization

Preferred Skills

• Certification in Scrum (CSM/PSM) or PMP/Prince2
• Experience in automation and ticket reduction initiatives
• Exposure to DevOps / CI-CD / cloud‑based support models
• Knowledge of service delivery dashboards and reporting tools

Soft Skills

• Strong leadership and team management
• Excellent communication and stakeholder management
• Problem‑solving and decision‑making capabilities
• Ability to work in a fast‑paced, SLA‑driven environment

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field
• Relevant certifications (ITIL, Agile, PMP) preferred

Nice‑to‑Have

• Experience managing global delivery models (onsite/offshore)
• Exposure to enterprise AMS engagements (SAP, CRM, ERP, etc.)