Job Description

Agilysis is looking for a Delivery Manager with 8+ years of hands-on experience delivering Workday solutions.

Roles & Responsibilities :

The AMS Delivery Manager will be responsible for leading the successful delivery of application support and maintenance services for clients. This role ensures operational excellence, customer satisfaction, service quality, and continuous improvement while driving long-term client relationships and identifying opportunities for business growth.

The AMS Delivery Manager acts as the primary point of contact for delivery governance, stakeholder management, service performance, and strategic account development.

Key Responsibilities:

Service Delivery & Operational Excellence

• Manage end-to-end AMS delivery for client applications and support engagements.
• Ensure services are delivered within agreed SLAs, KPIs, quality standards, and contractual commitments.
• Drive incident, problem, change, release, and service request management processes effectively.
• Lead governance meetings, service reviews, and operational reporting with clients and internal stakeholders.
• Monitor delivery performance metrics and implement corrective actions where required.
• Ensure smooth transition of projects into support and steady-state operations.
• Drive automation, process optimization, and continuous improvement initiatives to enhance service efficiency and reduce operational costs.
• Manage resource planning, utilization, team performance, and delivery risks.
• Proactively identifying delivery risks, dependencies, and mitigation plans.
• Ensuring strong coordination between business, technical, and support teams.
• Driving accountability across teams to ensure timely issue resolution and service stability.
• Continuously improving support processes, knowledge management, and operational maturity.
• Building a culture of ownership, collaboration, and continuous learning within the delivery teams.
• Establish project management standards, documentation templates, and delivery frameworks.
• Drive continuous improvement initiatives and lessons learned reviews

Client Management & Business Growth

• Build and maintain strong, trusted relationships with client stakeholders at operational and leadership levels.
• Act as a strategic advisor to clients by understanding their business priorities and technology landscape.
• Ensure proactive communication, transparency, and responsiveness in all client interactions.
• Drive customer satisfaction initiatives and maintain high CSAT scores.
• Understanding the client’s evolving business and technology needs.
• Identifying gaps, improvement areas, and transformation opportunities within the current support model.
• Recommending new services, automation initiatives, upgrades, and optimization solutions.
• Collaborating with sales, account management, and solution teams to develop proposals and growth strategies.
• Supporting renewals, contract extensions, and expansion opportunities.
• Driving value-added services that strengthen long-term client partnerships.
  

Required Skills & Qualifications

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field.
• 8+ years of experience in IT service delivery, AMS, or application support management.
• Strong understanding of IT processes and service management frameworks.
• Proven experience managing large AMS engagements and client relationships.
• Strong leadership, stakeholder management, and communication skills.
• Experience in incident management, SLA governance, and operational reporting.
• Ability to manage cross-functional and geographically distributed teams.
• Strong problem-solving, analytical, and decision-making capabilities.
• Experience in identifying business opportunities and driving account growth is preferred