What are the responsibilities and job description for the Application Service Delivery Manager position at Cloudious?
Role: Application Service Delivery Manager
Technology Landscape
The application portfolio includes:
- Oracle Field Service
- Microsoft Dynamics 365 Field Service
- Microsoft Power Platform (Power Apps, Power Automate, Dataverse)
- Apple iOS Mobile Applications
- Legacy .NET Applications & APIs
- Azure Data Platform (Azure Synapse, ADLS, SQL)
- Power BI Analytics & Reporting
- Enterprise Integration Platforms
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 onsite, nearshore, and offshore 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 in AMS/Application Support/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 global 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
- Power Platform
- .NET Applications
- Data & Analytics Platforms
- Enterprise Integration Ecosystems
Preferred Qualifications
- Utility, Construction, Engineering, or Field Services industry experience
- Azure Data Platform and Power BI exposure
- Experience with AIOps, Observability, and Service Automation
- Managed Services Transformation and Modernization experience
- ITIL Certification preferred
Skills
Mandatory Skills : Stakeholder Management