Application Managed Services (AMS) Practice Lead

This is an opportunity to relaunch and shape an important service direction within LeverX/Emerline. The role offers a high level of ownership, freedom to influence the model, and real space for professional self-realization.

You will play a key role in defining how AMS will evolve, bringing your ideas into practice, and building a scalable direction with long-term impact on the business and client relationships.

Required skills:

• 5+ years of experience in service delivery, managed services, application support, or similar leadership roles.
• Experience in building, improving, or scaling service operations in a B2B environment.
• Good understanding of incident, request, problem, and change management.
• Experience with SLA-based services and long-term client engagements.
• Experience working with mid-market and/or enterprise clients.
• Commercial awareness and experience supporting proposals, pricing, or service packaging.
• Ability to work across delivery, sales, and account management teams.
• Strong communication and stakeholder management skills.
• English B2+.

Nice-to-have skills:

• Experience with ITIL or ITSM frameworks.
• ITIL certification.
• Experience in outsourcing, system integration, or consulting.
• Experience with cloud, enterprise applications, or business-critical support services.
• Experience with recurring service models.

Responsibilities:

• Work with sales and account teams to shape AMS proposals, service models, and pricing logic.
• Lead regular service review meetings with clients and address escalations when needed.
• Define the AMS service model, including service scope, support boundaries, and delivery principles.
• Develop service packages, support tiers, and engagement rules for ongoing managed services contracts.
• Establish clear criteria for incidents, service requests, minor enhancements, and project work.
• Build and maintain the transition process from project delivery to AMS support.
• Set up and govern core service management processes, including incident, request, problem, and change management.
• Define SLA, escalation, and reporting standards for AMS engagements.
• Participate in client discussions on service scope, support model, governance, and service expectations.
• Identify service gaps, improvement opportunities, and account growth potential within AMS engagements.
• Align delivery, support, and account teams around roles, responsibilities, and ways of working in AMS.
• Contribute to building a scalable AMS capability, including standards, templates, and operating practices.