Global Application Management Services Manager

Job summary

In this strategic role, you will take ownership of the global Application Management Services (AMS) offering, focusing on service design, operational excellence, and continuous improvement. You will collaborate with various teams to enhance service delivery and ensure high-quality outcomes for customers.

Qualifications

• Proven experience in managing or developing Application Management Services or managed services for ServiceNow or similar SaaS platforms.
• Strong knowledge of ServiceNow and IT Service Management principles.
• Commercial mindset with expertise in service design, pricing strategies, or business development.
• Experience collaborating with Sales, Delivery, and technical teams.
• Excellent stakeholder management and communication abilities.
• Familiarity with ITIL and managed service delivery frameworks.
• Experience with AI, automation, or service innovation initiatives.
• Proficiency in English, both written and spoken.

Responsibilities

• Own and enhance the global ServiceNow AMS offering.
• Design and improve service packages, pricing structures, and delivery models.
• Collaborate with Sales and Go-To-Market teams to support customer proposals and commercial opportunities.
• Work closely with Service Delivery Managers and Global Competency Centers to ensure consistent and high-quality service delivery.
• Drive operational excellence through best practices, automation, and continuous improvement efforts.
• Define key service metrics and leverage customer feedback to evolve the AMS portfolio.

Skills

• Strong stakeholder management and communication skills.
• Knowledge of ITIL and managed service delivery.
• Experience with AI and automation technologies.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Familiarity with ServiceNow platform and IT Service Management tools.