Project Manager - AMS - REMOTE

We are seeking an experienced Project Manager to lead the steady-state delivery of Application Management Services (AMS) across a diverse Business Services Applications Portfolio. The role will be accountable for day-to-day service delivery, operational stability, SLA and KPI performance, stakeholder management, resource planning, financial performance, service governance, and continuous improvement across ERP, non-ERP, SaaS, packaged, custom, and legacy applications.

The Project Manager will serve as the primary delivery leader for the Business Services portfolio and will work closely with business stakeholders, application owners, IT leadership, delivery teams, and third-party vendors to ensure reliable operations and measurable service improvement.

• Own day-to-day delivery of application support services across the Business Services portfolio.
• Balance service priorities across applications with different business criticality, support models, technology maturity, ticket volumes, and lifecycle stages.
• Ensure achievement of agreed SLAs, KPIs, service quality targets, and contractual commitments.
• Manage Incident, Problem, Change, Request Fulfillment, and Release Management processes across the portfolio.
• Monitor production stability, critical incidents, recurring issues, aged backlog, and service risks.
• Coordinate resolution of issues spanning application, infrastructure, database, integration, security, and third-party vendor teams.
• Ensure appropriate operational coverage, escalation paths, and support readiness across the portfolio.
• Maintain visibility into application ownership, support models, dependencies, criticality, risks, and resource coverage.
• Prioritize operational focus based on business impact, service performance, risk, and support demand.
• Identify key-person dependencies, skill gaps, aging technologies, and application lifecycle risks.
• Ensure appropriate support strategies for SaaS, COTS, custom, legacy, ERP, and non-ERP applications.
• Coordinate activities across application teams where incidents, changes, integrations, or business processes span multiple systems.

• Act as the primary customer-facing delivery leader for the Business Services portfolio.
• Build trusted relationships with business stakeholders, application owners, product owners, IT leadership, service management teams, and third-party vendors.
• Conduct regular operational reviews, service reviews, governance meetings, and executive-level reporting.
• Manage escalations and ensure timely resolution of critical production and service delivery issues.
• Communicate service performance, risks, dependencies, improvement initiatives, and key decisions clearly to stakeholders.
• Drive customer satisfaction and maintain alignment between service delivery priorities and business needs.

• Manage globally distributed application support teams across multiple technologies and business domains.
• Ensure appropriate resource capacity and skills across applications with varying demand, complexity, and business criticality.
• Manage workforce performance, utilization, productivity, retention, and development.
• Drive cross-training, succession planning, and knowledge retention to reduce dependency on individual resources.
• Support recruitment and onboarding for identified skill or capacity gaps.
• Build a cohesive delivery organization across internal teams, client teams, and vendor resources.
• Manage operational budgets, forecasts, and financial performance for the engagement.
• Align resource capacity and staffing with contractual commitments and forecast demand.
• Monitor utilization, productivity, and other relevant financial and delivery metrics.
• Identify opportunities for resource optimization, productivity improvement, and cost efficiencies.
• Ensure delivery remains aligned with contractual and financial objectives.
• Develop and execute a Continuous Service Improvement roadmap for the Business Services portfolio.
• Use service data, ticket trends, recurring incidents, problem records, and application health indicators to identify improvement opportunities.
• Drive reduction in recurring incidents, aged backlog, manual effort, and avoidable ticket volumes.
• Identify opportunities for automation using ITSM platforms, application-native capabilities, workflow automation, monitoring, AI, knowledge management, and other appropriate technologies.
• Promote proactive problem management and root cause analysis.
• Drive service…