AMS Engagement Lead at Acestack — NeverHard

Job Title: AMS Engagement Lead Location: Toronto, ON Work Arrangement: Onsite Experience: 10+ Years Employment Type: Full-Time Job Description We are seeking an experienced AMS Engagement Lead to oversee end-to-end Application Management Services delivery across multiple applications and business portfolios. The ideal candidate will provide strong service governance, stakeholder management, operational leadership, SLA/KPI management, and continuous improvement while supporting modernization, cloud transformation, and AI-enabled service delivery initiatives. Key Responsibilities Lead end-to-end AMS delivery across multiple applications and business portfolios Act as the primary interface between business stakeholders, IT teams, application owners, and service delivery partners Drive service governance, SLA/KPI adherence, operational reviews, and executive reporting Manage incident, problem, change, request, and service improvement processes Lead major incident escalation, root-cause analysis, and corrective action tracking Drive continuous improvement initiatives across the AMS landscape Identify automation, productivity, efficiency, and cost optimization opportunities Support application modernization, cloud transformation, and AI-enabled service delivery initiatives Lead transition and transformation activities for new and existing application services Manage distributed delivery teams and foster collaboration across business and technology functions Establish service management standards, governance frameworks, and operational best practices Monitor service performance, risks, dependencies, issues, and action plans Prepare executive dashboards, service reports, governance presentations, and operational reviews Ensure compliance with organizational policies, processes, security standards, and service commitments Build strong relationships with business leaders, technology teams, vendors, and service partners Required Qualifications 10+ years of total IT experience Strong experience in Application Management Services (AMS) and enterprise service delivery Proven experience leading large or complex application support engagements Strong understanding of ITIL-based service management processes Experience managing SLA, KPI, CSAT, operational governance, and service reporting Strong incident, problem, change, release, and transition management experience Experience managing distributed onsite/offshore teams Strong stakeholder, vendor, and executive management skills Experience driving continuous improvement and operational transformation Strong understanding of application modernization and cloud transformation Excellent communication, leadership, analytical, and presentation skills Technical & Service Management Skills Application Management Services IT Service Management ITIL SLA / KPI Management Incident Management Problem Management Change & Release Management Service Governance Vendor Management Transition & Transformation Service Reporting Continuous Improvement Automation Cloud Transformation AI-Enabled Service Delivery Cost Optimization Operational Excellence Leadership Responsibilities Lead cross-functional and distributed AMS teams Establish delivery objectives, governance, and performance standards Mentor service delivery managers and technical leads Drive accountability for SLA/KPI performance Manage escalations, risks, dependencies, and service issues Conduct executive governance and operational review meetings Build strong partnerships with business and technology leadership Drive a culture of automation, innovation, and continuous improvement Key Competencies AMS Engagement Leadership Service Delivery Management Stakeholder Management ITIL & Service Governance SLA/KPI Management Vendor Management Incident & Problem Management Transformation & Modernization Cloud & AI Enablement Team Leadership Continuous Improvement Executive Communication