What are the responsibilities and job description for the Program Manager AMS position at Nityo Infotech Corporation?
Job title: Program Manager AMS
Location: Cleveland, OH (hybrid/Onsite)
Job type: Full time
Interview: Video
Job Description:
Position Overview
The Onsite Program Manager for AMS will be responsible for leading, managing, and governing endtoend Application Management Services for the client. This role requires strong stakeholder management, delivery oversight, and the ability to drive operational excellence across distributed teams. The Program Manager will act as the primary point of contact for all AMS activities onsite and ensure service performance meets contractual commitments.
Key Responsibilities
- Delivery & Operations Management
- Oversee daytoday AMS delivery across incident management, service requests, problem management, and minor enhancements.
- Ensure adherence to agreed SLAs, KPIs, and compliance requirements.
- Lead governance calls, prepare dashboards, and drive continuous service improvements.
- Coordinate with offshore/nearshore teams to ensure seamless service delivery.
- Stakeholder & Client Management
- Act as the single point of contact (SPOC) for client stakeholders onsite.
- Build strong relationships with business, IT owners, and vendor partners.
- Manage escalations, prioritize critical issues, and ensure timely resolution.
- Conduct regular client meetings, status reviews, and strategic planning sessions.
- Program & Portfolio Governance
- Establish and run governance frameworks weekly, monthly, and quarterly reviews.
- Maintain accurate reporting on budgets, resource utilization, risks, and dependencies.
- Track and report financials including forecasts, invoicing, and cost optimization.
- Team Leadership & People Management
- Lead onsite team members and coordinate with offshore delivery managers.
- Facilitate knowledge sharing, onboarding, and capability development.
- Drive performance management, mentoring, and motivation initiatives.
- Process Excellence & Continuous Improvement
- Champion ITIL best practices for AMS operations.
- Identify automation opportunities and efficiency improvements.