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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. .