Birlasoft—Program Manager - JD Edwards (DATA) AMS

Job description

Description: 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.