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Metro role with broad requirements and moderate brand, but niche Kinaxis expertise limits applicant pool.
High because role requires niche Kinaxis RapidResponse planning, ERP integrations, and regulated life‑sciences experience.
High due to explicit 10+ years requirement, mandatory ITIL, Kinaxis/AMS experience, and regulated-industry expectations.
Lead global service delivery for Kinaxis RapidResponse / Maestro planning applications with end-to-end accountability for ITIL-based operations including Incident, Problem, Change, and Knowledge Management.
Own service performance metrics and continuous improvement initiatives including SLA compliance, MTTR, MTTA, and CSAT to drive value-added service delivery.
Manage AMS partners, vendors, contracts, budgets, and financial governance while collaborating with business and IT stakeholders for planning enhancements and operational effectiveness.
Bachelor’s degree in Business Administration, Information Technology, or a related field required; Master’s preferred.
10+ years of overall IT experience with at least 5 years in a Service Delivery Manager role.
Mandatory experience with AMS provider–based support model and strong expertise in Kinaxis RapidResponse / Maestro including administration and integrations.
ITIL certification is mandatory; Kinaxis Maestro Author/Administrator certification highly preferred.
Experienced in managing global, multi-vendor service delivery in complex, regulated environments such as life sciences or medical devices.
Strong financial acumen with proven ability to manage service budgets and optimize costs without compromising quality.
Skilled in vendor, contract, and stakeholder management with capability to bridge business and IT priorities and lead continuous improvement initiatives.