AMS Innovation and Improvement Manager

About the role

The AMS Innovation and Continuous Improvement Lead drives operational excellence across L1 and L2 Production Support teams within Application Managed Services. The role focuses on reducing operational noise, improving SLA adherence, accelerating resolution times, and embedding automation and standardisation into day‑to‑day operations.

Key responsibilities

• Develop and execute strategic improvement initiatives to boost business growth and operational efficiency.
• Champion digital and automation solutions such as ServiceNow, RPA, and AIOps across L1/L2 support.
• Establish Lean/Six Sigma methodologies, embed ITIL/ITSM best practices, and conduct regular service reviews and CSI workshops.
• Lead change‑management activities, stakeholder engagement, and training programs to ensure smooth adoption of new processes and technologies.

Required profile

• 10–12+ years of experience in AMS or L1/L2 production support.
• Lean or Six Sigma Green Belt (or higher) certification.
• Strong knowledge of ITSM tools (ServiceNow or equivalent) and incident/problem management with RCA techniques.
• Proven track record of leading continuous improvement or CSI initiatives.

Required skills

• ServiceNow (or equivalent ITSM platform)
• Lean / Six Sigma methodology
• ITIL v3 / ITIL 4 (preferred)
• Automation frameworks, RPA, AIOps (plus)