AMS Practice Lead

TL;DR

AMS Practice Lead: Relaunch and shape AMS service direction within hirify.global/Emerline with high ownership and freedom to influence the model. Focus on defining service operations, scaling managed services, and building long-term client relationships through SLA-based engagements and process governance.

Location: Georgia, Poland

Company

Established IT services provider with 20+ years in the market, 2,200+ team members, and 1,500+ projects delivered.

What you will do

• Shape AMS proposals, service models, and pricing with sales and account teams.
• Lead client service reviews, handle escalations, and participate in scope discussions.
• Define service scope, support tiers, engagement rules, and transition processes from projects to AMS.
• Establish incident, request, problem, and change management processes with SLA and reporting standards.
• Identify service improvements, growth opportunities, and align delivery, support, and account teams.
• Build scalable AMS capability with standards, templates, and operating practices.

Requirements

• 5+ years in service delivery, managed services, application support, or leadership roles
• Experience building or scaling service operations in B2B environments
• Understanding of incident, request, problem, and change management
• Experience with SLA-based services and long-term enterprise/mid-market client engagements
• Commercial awareness for proposals, pricing, and service packaging
• Strong cross-team collaboration, communication, and stakeholder management skills
• English B2+

Nice to have

• ITIL or ITSM frameworks and certification
• Experience in outsourcing, system integration, or consulting
• Work with cloud, enterprise applications, or business-critical support
• Recurring service models