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.

Key Responsibilities

Service Delivery & Operational Management

• 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.

Application Portfolio Management

• 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.

Service Governance & Stakeholder Management

• 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.

Resource & Workforce Management

• 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.

Financial Management

• 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.

Continuous Improvement & Transformation

• 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 maturity, operational excellence, and measurable productivity improvements.

• Track and communicate the business and operational benefits delivered through improvement initiatives.

Governance, Risk & Compliance

• Ensure adherence to ITIL processes, security policies, audit requirements, and applicable compliance standards.

• Maintain appropriate service documentation, SOPs, knowledge repositories, and operational procedures.

• Monitor service risks, contractual obligations, and operational dependencies through structured governance.

• Ensure audit findings, security issues, vulnerabilities, and compliance actions affecting supported applications are appropriately tracked and managed.

• Support internal and external audits as required.

Basic Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.

• 10+ years of experience in IT services, application support, or technology delivery.

• 5+ years of experience managing enterprise application support, AMS, or managed services engagements.

• 5+ years experience managing globally distributed teams and multi-vendor delivery environments.

Preferred Qualifications

• Experience supporting enterprise business applications across areas such as ERP, HCM, Finance, EPM, Supply Chain, Procurement, Workforce Management, or other business-critical functions.

• Exposure to platforms such as Workday, PeopleSoft, UKG/Kronos, Tecsys, Oracle, SAP, or comparable enterprise applications.

• Experience managing custom, legacy, SaaS, and COTS application environments.

• Experience with ServiceNow or comparable ITSM platforms.

Experience managing a diverse portfolio of business applications rather than a single technology platform.

• Strong understanding of production support and IT service management processes, including Incident, Problem, Change, Request, and Release Management.

• Strong understanding of AMS delivery models, service governance, SLA/KPI management, and operational reporting.

• Demonstrated experience managing business and IT stakeholders at multiple organizational levels.

• Experience with resource planning, financial management, service improvement, and operational risk management.

• Experience with automation, AI-enabled service management, observability, or application support transformation initiatives.

• ITIL certification.

• PMP, PRINCE2, Agile, or Scrum certification.

• Experience managing large managed-services engagements.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $92,408 – 171,125. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.