AMS Program Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Description AMS Program Manager (Salesforce Platform)
Location: Bangalore
Experience: 15 years
Role Overview: We are seeking a highly experienced AMS Program Manager to lead and oversee Application Maintenance Services (AMS) for Salesforce platform applications. The role involves strategic governance program management SLA compliance and continuous improvement while serving as a trusted partner to client stakeholders. The ideal candidate will bring deep expertise in AMS delivery models leadership in global delivery environments and strong client engagement skills.
Key Responsibilities
Program Leadership & Governance
o Lead the end-to-end AMS program for Salesforce applications across multiple business units.
o Define governance structure service delivery models (onsite offshore hybrid) and escalation frameworks.
o Ensure adherence to SLAs OLAs and KPIs.
Service Delivery & Operations
o Oversee incident problem change and release management processes.
o Monitor service performance ensure timely resolution of escalations and manage risk mitigation.
o Drive automation and efficiency improvements in AMS operations.
Client & Stakeholder Management
o Act as the primary point of contact for client leadership (Shell stakeholders).
o Conduct regular governance meetings service reviews and performance reporting.
o Align IT service delivery with business priorities and transformation goals.
Team & Vendor Management
o Manage large cross-functional teams across onsite nearshore and offshore locations.
o Collaborate with Infosys Consulting and third-party vendors for seamless delivery.
o Mentor coach and build high-performing AMS teams.
Continuous Improvement & Transformation
o Implement best practices in ITIL ITSM and AMS methodologies.
o Lead initiatives for automation AI/ML in AMS and shift-left strategies.
o Enable cost optimization while maintaining service quality.
Required Skills & Experience
15 years of experience in Application Maintenance & Support (AMS) with at least 7 years in Program/Delivery Management.
Strong knowledge of Salesforce platform ecosystem (Sales Service Marketing Clouds integrations).
Proven track record in managing large-scale AMS engagements in consulting or IT services environments.
Expertise in AMS service delivery models (onsite/offshore SLA-driven managed services).
Experience in Oil & Gas or Energy sector (preferred especially Shell projects).
Excellent stakeholder management governance and communication skills.
Proficiency in ITIL/ITSM frameworks (certification preferred).
Strong leadership skills to manage diverse global teams and vendors.
Experience with budgeting financial governance and cost optimization.
Education & Certifications
Bachelors/Masters degree in Computer Science Engineering or related field.
ITIL V4 / PMP / Prince2 / SAFe Agile certification preferred.
Salesforce certifications (Admin/Service Cloud/Consultant) are an added advantage.
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
