Program Manager - JD Edwards (DATA) AMS

Area(s) of responsibility
Job Title / Position: Program Manager – JD Edwards (DATA) AMS
Experience: 12-15 years (10+ IT and 5+Data AMS), Experience leading global delivery teams. Experience managing multi-location support teams and client stakeholders.
Location: Pune, Bangalore, Noida, Mumbai, Chennai, Hyderabad
We are seeking an experienced Program Manager to lead and manage Data AMS engagements, ensuring high-quality service delivery, SLA compliance, business stakeholder satisfaction, and continuous improvement. The role requires strong expertise in DATA applications, AMS delivery models, governance, resource management, and customer relationship management. The PM will act as the primary point of contact for business and IT stakeholders, driving operational excellence, incident and change management, proactive improvements, and value realization from the AMS engagement.
Key Responsibilities
Service Delivery Management
Manage end-to-end DATA AMS operations across Application Support, Enhancements, and Minor Projects.
Ensure achievement of SLA/KPI commitments for incidents, service requests, changes, and problem management.
Lead service review meetings, governance forums, and monthly operational reviews.
Monitor ticket trends and drive service improvements.
Stakeholder Management
Act as a trusted advisor to client business and IT stakeholders.
Build strong relationships with key users and business process owners.
Manage customer expectations and ensure high customer satisfaction.
Project & Resource Management
Manage AMS team capacity, utilization, and resource planning.
Coordinate offshore/onshore delivery teams.
Ensure timely staffing and effective team performance.
Track project schedules, effort consumption, and budget adherence.
Governance & Reporting
Prepare weekly, monthly, and quarterly management reports.
Conduct SLA reviews and service performance reporting.
Maintain risk, issue, and dependency registers.
Drive governance compliance and audit readiness.
Continuous Improvement & Automation
Identify opportunities for process optimization and automation.
Drive RCA, problem management, and preventive support initiatives.
Promote AI, automation, and self-service capabilities within AMS operations.
Lead productivity and cost optimization programs.
Change & Release Management
Oversee application changes and deployment activities.
Ensure compliance with ITIL-based change management processes.
Coordinate testing, deployment, and business sign-offs.
Functional Knowledge Requirements
Strong understanding of DATA EnterpriseOne modules, including:
Financial Management (GL, AP, AR, FA)
Procurement
Inventory Management
Sales Order Management
Manufacturing
Transportation & Logistics
Advanced Pricing
EDI and Integration Processes
Localization and Tax Compliance
Technical Skills
AMS Delivery Management
Incident, Problem, Change & Release Management
ITIL Framework
ServiceNow or equivalent ticketing tools
Reporting and Governance Dashboards
Integration landscape understanding (REST APIs, Azure, Middleware)
Leadership Skills
Client relationship management
Team leadership and mentoring
Conflict resolution
Risk and issue management
Executive communication
Negotiation and stakeholder management.

Work arrangement
No