Key Responsibilities

- Own end-to-end delivery and governance of the AMS engagement across multiple teams/pods.
- Establish and manage governance mechanisms with internal and client stakeholders.
- Chair or participate in QBRs, MBRs, WSRs, and other governance forums as per the agreed cadence.
- Own overall SLA and KPI performance across all delivery pods and drive corrective actions for any deviations or breaches.
- Act as the senior escalation point for major incidents, critical issues, and client escalations.
- Drive effective stakeholder communication and ensure timely resolution of delivery-related concerns.
- Manage risks, dependencies, issues, and action plans across the program.
- Lead and monitor the service transition lifecycle, including Knowledge Acquisition, Shadow Support, Reverse Shadow, and transition to Steady State.
- Ensure transition activities are completed within agreed timelines and meet quality and operational readiness criteria.
- Collaborate with delivery, engineering, application support, and business teams to ensure seamless service delivery.
- Monitor overall engagement health, delivery commitments, resource requirements, and commercial aspects.




- Drive continuous improvement initiatives to improve service quality, operational efficiency, and client satisfaction.
- Provide regular program-level reporting and performance insights to senior leadership and client stakeholders.

Required Skills & Experience

- 12+ years of overall experience in IT Program Management, Engagement Management, Delivery Management, or Service Delivery Management.
- Strong experience managing AMS / Application Management Services / Managed Services engagements.
- Proven experience in SLA and KPI management.
- Solid experience in client and stakeholder management.
- Experience handling critical escalations and major incidents.
- Strong understanding of IT service governance and delivery processes.
- Hands-on experience in service/application transition and knowledge transition.
- Experience with Knowledge Acquisition, Shadow Support, Reverse Shadow, and Steady State transition.
- Strong communication, leadership, negotiation, and problem-solving skills.
- Experience managing multiple teams/pods and complex delivery environments.
- Experience conducting QBRs, MBRs, WSRs, and executive-level governance meetings.

📌 Program / Engagement Manager (Ahmedabad)
🏢 Apexon
📍 Ahmedabad