AMS Lead

4 days ago

Singapore Manpower Singapore Full time

Overview
We are seeking a highly motivated and experienced AMS Lead to oversee Application Maintenance and Support (AMS) operations for multiple CRM projects within the banking domain, built on Microsoft Dynamics 365. The ideal candidate will be responsible for ensuring the stability, performance, and continuous enhancement of CRM systems that support core banking operations. This role requires deep expertise in Microsoft Dynamics CRM, a solid understanding of banking business processes, and a proven track record of leading cross-functional onshore/offshore support teams.
Responsibilities
AMS Delivery & Operations: Lead day-to-day AMS operations for multiple Microsoft Dynamics CRM applications across business units.
Ensure timely resolution of incidents, service requests, changes, and problem tickets in accordance with agreed SLAs.
Manage environment stability, conduct application health checks, and perform capacity planning for Dynamics CRM systems.
Client & Stakeholder Management: Serve as the primary point of contact for stakeholders across business and IT for all AMS-related matters.
Lead regular service reviews, incident trend analysis, and performance reporting with key stakeholders.
Collaborate with CRM functional leads, business analysts, and development teams to support business objectives.
Team & Vendor Coordination: Lead and manage onsite/offshore support teams, ensuring effective handovers, communication, and workload distribution.
Coordinate with third-party vendors and partners involved in Dynamics CRM operations and integrations.
Continuous Improvement & Enhancements: Identify opportunities for service delivery improvements, automation, ticket reduction, and root cause elimination.
Lead minor enhancements, change requests (CRs), and optimization initiatives in coordination with business and technical teams.
Ensure proper documentation, regular updates to the knowledge base, and adherence to governance frameworks.
Required Skills & Qualifications
Bachelor’s degree in Computer Science, Information Systems, or a related field.
Minimum 5 years of experience in IT, with at least 3 years in an AMS leadership role.
Hands-on expertise in Microsoft Dynamics 365 CRM (Customer Engagement), including modules such as Sales and Customer Service.
Solid understanding of ITIL processes and AMS best practices.
Proven experience managing support for integrations with core banking systems, third-party applications, and data services.
Excellent stakeholder engagement, communication, and team leadership skills.
How to apply
Interested Applicants, please email your resume to (R ), stating the position as the subject title in the email. All Applications will be handled with strict confidentiality.
Details
Seniority level: Mid-Senior level
Employment type: Contract
Job function: Other
Industries: Staffing and Recruiting
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