Application Service Delivery Manager

Compunnel Inc.; Charlotte (NC); On-site; USD 120,000 - 160,000; Full time

Job summary

Compunnel, Inc. is seeking an Application Service Delivery Manager to lead large-scale AMS engagements across enterprise apps, data platforms, and integrations. The role emphasizes end-to-end delivery, governance, and stakeholder management to ensure service excellence.

The candidate will drive automation, AI-led transformation, and proactive incident management while collaborating with multi-disciplinary teams to modernize applications and reduce technical debt.

Qualifications

• 15+ years of IT experience.
• 5+ years in AMS/Application Support/Service Delivery leadership.
• Experience managing large enterprise application portfolios.
• Deep ITIL process knowledge: Incident, Problem, Change, Service Request, Knowledge Management.
• Experience managing distributed delivery teams (onsite, offshore, nearshore).
• Executive stakeholder management, communication, and governance experience.
• Proven automation, operational excellence, and service transformation experience.
• Experience supporting SLA-driven managed services engagements.
• Working knowledge of Microsoft Dynamics 365.
• Working knowledge of Microsoft Power Platform (Power Apps, Power Automate, Dataverse).
• Working knowledge of .NET applications and APIs.
• Working knowledge of data/analytics platforms.
• Working knowledge of enterprise integration ecosystems.

Responsibilities

• Own end-to-end AMS service delivery with SLA/KPI/governance compliance.
• Lead Incident, Problem, Change, Service Request, and Knowledge Management across multiple towers.
• Manage support and enhancement portfolios, capacity planning, and delivery across distributed teams.
• Serve as the primary escalation point for business stakeholders and technology leadership.
• Drive operational reviews, governance meetings, and service-improvement initiatives.
• Leverage AI, automation, monitoring, and analytics to boost efficiency and user experience.
• Develop strategies to move from reactive to proactive support models.
• Collaborate with architecture, development, infra, and business teams on modernization and debt reduction.
• Maintain runbooks, SOPs, and knowledge repositories.
• Drive continuous improvement for productivity, automation, stability, and service quality.

Skills

Stakeholder management

Communication

Governance

Automation

Tools

Microsoft Dynamics 365

Power Platform

Power Apps

Power Automate

Dataverse

.NET

APIs

Job description

The Application Service Delivery Manager is responsible for leading large-scale Application Managed Services (AMS) engagements supporting a diverse portfolio of enterprise applications, data platforms, analytics solutions, mobile applications, and integration platforms. The role focuses on end-to-end service delivery, operational governance, stakeholder management, service performance, continuous improvement, automation, and AI-led transformation initiatives across complex enterprise application environments.

Key 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 distributed delivery 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.

Required Qualifications

• 15+ years of IT experience.
• 5+ years of experience in AMS, Application Support, or 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 distributed 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.
• Working knowledge of Microsoft Power Platform, including Power Apps, Power Automate, and Dataverse.
• Working knowledge of .NET applications and APIs.
• Working knowledge of data and analytics platforms.
• Working knowledge of enterprise integration ecosystems.

Preferred Qualifications

• Experience in utility, construction, engineering, or field services industries.
• Exposure to Azure Data Platform and Power BI.
• Experience with AIOps, observability, and service automation.
• Experience with managed services transformation and modernization initiatives.
• Strong understanding of AI, automation, and analytics-driven service improvement.