AMS Delivery Head; HCM

Position: AMS Delivery Head (HCM)
Head Application Management Services
Level:  Associate Director / Director   | Work Arrangement:
Hyderabad Office

Role Summary :
We are seeking an experienced and dynamic  Head of Application Management Services (AMS)  to lead our application management operations and drive the strategic vision of our value based comprehensive services suite. This is a senior leadership role that requires a proven track record in managing large scale SaaS application services, leading high perming teams and ensuring exceptional service delivery to enterprise customers.
The successful candidate will be responsible for overseeing the end-to-end application management lifecycle, driving operational excellence, ensuring system reliability, adoption and leading digital transformation initiatives. This role requires a blend of product, functional and technical expertise alongside strategic thinking and exceptional leadership skills to manage complex enterprise-grade HR solution’s delivery serving millions of users globally.

Key Responsibilities :
Strategic Leadership and Vision
Develop and execute comprehensive application management strategy aligned with Darwinbox’s business objectives and growth trajectory
Lead transformation initiatives to modernize the processes, build tooling’s/reusable assets library and improve operational efficiency
Define SLA’s, key Performance Indicators and operational metric to ensure world class delivery
Collaborate with C-level executives and senior leadership to align with application management strategy with overall business strategy
Drive innovation in application management services, incorporating industry best practices and emerging technologies
Act as CoE and guiding light in terms of ideal processes and approaches w.r.t. AMS delivery by our Partner Ecosystem.

Team Leadership and Development
Lead, mentor, and develop an evolving team expecting over 100% expansion in the near term including functional, technical and configuration specialists
Build high-performing teams through strategic hiring, talent development, and succession planning
Foster a culture of continuous learning, innovation, and customer-centricity within the application management organization
Implement performance management frameworks and career development programs for team members
Establish cross-functional collaboration with Engineering, Dev Ops, Product, and Customer Success teams
Client Relationship Management
Serve as a trusted advisor to clients, providing expert guidance at regular intervals and enabling the client to champion the ‘Thriving in the Cloud’ approach.
Handle escalations and work collaboratively with clients to resolve complex issues
Drive client engagement initiatives and maintain strong relationships throughout the lifecycle.
Application Operations & Service Delivery Excellence
Design and refine delivery processes, methodologies, and documentation; maintain and progressively improve delivery templates, checklists, and knowledge repositories
Analyze delivery metrics and provide insights for organizational improvement. Stay current with HR technology trends and integrate innovative approaches into delivery practices
Lead special projects focused on integrating AI tools into Application Management Services.
Implement proactive monitoring and alerting systems to prevent service disruptions and ensure services reliability
Implement cost optimization strategies to improve operational efficiency while maintaining service quality
Establish vendor management practices and negotiate contracts with external service providers
Qualifications
15+ years of experience in HRMS/SaaS implementation/Application Management, with 5+ years in Darwinbox/similar global HCM platforms deployments/services management.
Bachelor’s degree in Business, IT, or related field
MBA degree preferred (MBA, MS or equivalent)
Certifications w.r.t. HRMS products, PMP, PRINCE2, Six Sigma or Agile/Scrum Master preferred
Deep understanding of HR Business Processes across multiple modules:
Core HR, Talent Development and Management, Employee Engagement, Payroll, leave, attendance and others.

Skills & Competencies
Excellent stakeholder management and communication…