Service Delivery Lead (AMS)

Key Responsibilities
Customer Success & Delivery Excellence
Strategic Account Ownership: Serve as the primary point of contact for AMS clients, ensuring their ERP investment evolves with their business priorities.
SLA & Performance Governance: Monitor service delivery performance against SLAs, proactively identify risks and resolve constraints, and ensure consistent "Green" account health.
Quality Assurance: Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), presenting insights, performance metrics, and strategic recommendations.
Incident & Problem Management: Oversee triage for complex incidents, ensuring high-quality Root Cause Analysis and permanent resolutions from both onshore and offshore teams.
Change Management: Should be aware of the end-to-end process of handling changes, i.e., planning, approving, implementing, and reviewing changes to IT services to minimize risk and disruption.
Engagement Management
Change Request: Scope, plan, and govern small-scale project work and ongoing enhancements within your accounts.
Enhancements: Scope, plan, and oversee small-scale projects, enhancements, and service improvements within client accounts.
Leadership & Collaboration
Operational Orchestration: Maintain a single consolidated view of account KPIs, budgets, risks, and reporting across your portfolio.
Service Efficiency: Drive high-velocity ticket resolution and enforce operational standards across the AMS team.
People Leadership:
Lead and mentor a young, diverse, and ambitious global AMS team, creating clarity, structure, and growth pathways.
Build a culture of accountability, ownership, and continuous improvement.
Coach team members on managing escalations, prioritising workloads, and refining their consulting skills.
Maintain effective communication rhythms, handover processes, and aligned expectations across time zones.
Skills & Experience Required
10+ years’ experience in Application Managed Services or IT Service Management
Service Management Mastery: Thorough understanding of ITIL principles and demonstrated experience working within global/offshore support models.
Executive Stakeholder Management: Exceptional communication and advisory skills, with experience influencing senior business and IT leaders.
Organisational Strength: Capacity to manage multiple parallel workstreams while maintaining strategic oversight.
Education: Bachelor’s degree or equivalent; ITIL or PMP certification highly advantageous.
Analytical Thinker: Strong critical thinking skills with a focus on root-cause resolution and continuous improvement.
Collaborative Communicator: Ability to work seamlessly across cross-functional teams in fast-paced, client-facing environments.
ERP or Workday Ecosystem Knowledge (Highly Desirable): Familiarity with Workday modules, release cycles, and tenant strategy.
Benefits
WHY JOIN US
Everyone who joins our team is treated as a trusted member of the team, not a number. Ultimately your success is our success, so we invest in our People heavily. Here are the top reasons to join us:
Developing you is a key focus - we help you craft your career
Pioneers in Parental Leave benefits - we provide equality in our parental leave for all genders and parental types
Doona Days - additional two days off for your mental health
Fun is an everyday experience - we challenge you in a positive way so you enjoy your growth journey
Competitive Compensation & Pay for Performance
Opportunities to be more for yourself and others
WHO WE ARE
At Mivada we believe that when you bring technology and the right people together, there's no limit to what you can achieve.
Mivada is a high-growth technology consultancy, headquartered in Australia, offering services to both high-growth, mid-sized and global blue chip clients. We run a hybrid model with the majority of our team onshore, as well as an offshore capability in India. We have the ability to support global businesses 24/7 365. Our flexible approach and strong reputation have led to repeat work and growth. Our clients are our advocates.
We believe cultural fit is as important as technical skills. We operate as a team, supporting and learning from each other and we genuinely care about our clients’ success. Our Leaders are accessible, humble, and sometimes pretty funny! We like to enjoy our time at work, which means we encourage each other to shoot for the moon!