AMS Governance Manager

The AMS Governance Manager is responsible for establishing, maintaining, and continuously improving governance processes, service performance management, operational reporting, vendor governance, service integration, and continual service improvement across Shaw's Application Managed Services (AMS) organization, with primary responsibility for Oracle Fusion Application Managed Services. 

This role serves as the primary governance and service integration partner to AMS Service Delivery leadership, ensuring governance standards, performance management practices, reporting processes, and operational controls are established, measured, and consistently adopted across the AMS organization. 

The position is accountable for governance transparency, service performance reporting, vendor governance, operational insights, ServiceNow governance, data quality, and continual service improvement while enabling effective collaboration between business stakeholders, Service Delivery, Service Desk, development teams, infrastructure teams, and managed service providers. 

The AMS Governance Manager plays a critical role in ensuring AMS services are effectively governed, measured, monitored, and continuously improved to support operational excellence, service maturity, and business outcomes. 

Key Responsibilities 

• Establish, maintain, and continuously mature AMS governance processes, operating standards, service review frameworks, performance management practices, and service integration models.  

• Own service performance management processes, including SLA governance, KPI management, operational reporting, executive dashboards, service scorecards, and performance analytics.  

• Lead governance reviews, operational health assessments, vendor governance meetings, and executive service performance reviews.  

• Serve as the primary governance and service integration partner to AMS Service Delivery leadership, ensuring governance standards, reporting processes, and service management practices are consistently adopted across AMS operations.  

• Partner with business process owners, AMS Service Delivery leadership, and technology teams to support governance activities, reporting requirements, operational reviews, and continual improvement initiatives.  

• Act as the business owner for AMS ServiceNow governance, including process requirements, workflow governance, reporting standards, service models, and continual service management improvements.  

• Establish governance alignment between ServiceNow, Azure DevOps (ADO), Oracle Fusion support processes, AMS providers, Service Desk operations, and development organizations.  

• Facilitate service integration activities between Oracle Fusion stakeholders, AMS providers, Service Delivery leadership, Service Desk, infrastructure teams, and development organizations to support effective application support and service management.  

• Develop and maintain executive dashboards, operational scorecards, governance reporting, service analytics, and performance insights supporting executive decision-making.  

• Ensure reporting accuracy, data integrity, service transparency, and operational visibility across AMS services.  

• Identify recurring service issues, operational risks, process gaps, and improvement opportunities through trend analysis, governance reviews, and performance reporting.  

• Support Problem Management and Continual Service Improvement (CSI) initiatives through data-driven analysis and actionable recommendations.  

• Promote adoption of automation, reporting innovation, analytics, and emerging technologies that improve service quality, operational efficiency, governance maturity, and user experience.  

• Support development and adoption of standardized governance, reporting, service management, and operational excellence practices across the AMS organization.  

• Partner with the Director, Global Infrastructure & AMS on governance strategy, service maturity initiatives, vendor governance, and long-term operational improvements.  

Success Measures 

Governance & Compliance 

• Governance effectiveness across the AMS ecosystem  

• Governance compliance and process adherence  

• Adoption of standardized governance practices  

• Service management maturity  

Performance Management 

• SLA attainment  

• KPI quality and performance visibility  

• Reporting accuracy and data integrity  

• Dashboard adoption and reporting maturity  

• Operational visibility supporting executive decision-making  

Vendor Governance 

• Vendor performance transparency  

• Vendor accountability  

• Successful governance of managed service providers  

Continual Improvement 

• Reduction of recurring service issues  

• Successful implementation of continual improvement initiatives  

• Service integration effectiveness  

• Operational efficiency improvements  

Owns 

• AMS governance framework  

• Service performance management  

• KPI and SLA governance  

• Executive reporting and operational dashboards  

• Vendor governance framework  

• ServiceNow governance  

• Governance reviews and operational health assessments  

• Service integration framework  

• Continual Service Improvement (CSI) governance  

• Operational reporting standards  

• Governance process maturity  

Technical Skills & Experience 

• Strong understanding of IT Service Management (ITSM) disciplines, including Incident, Request, Problem, Change, Knowledge, Service Level, and Continual Improvement Management.  

• Experience supporting Oracle Fusion, enterprise ERP environments, or complex enterprise application support organizations.  

• Experience with ServiceNow ITSM capabilities, reporting, dashboards, workflow governance, and service management processes.  

• Experience with Azure DevOps (ADO), Agile delivery methodologies, and support-to-development integration models.  

• Experience governing vendor performance, managed service providers, and service integration frameworks.  

• Strong understanding of service governance, operational reporting, cross-functional service integration, and performance management.  

• Experience designing executive dashboards, service scorecards, reporting frameworks, and operational analytics.  

• Experience driving operational improvements through automation, analytics, reporting, and process optimization.  

• Strong understanding of data governance, reporting accuracy, operational transparency, and performance measurement.  

Professional Skills & Attributes 

• Strong analytical and problem-solving skills.  

• Ability to interpret operational and business data and translate insights into actionable improvements.  

• Ability to translate operational performance into executive-level insights and strategic recommendations.  

• Strong communication, facilitation, and executive presentation skills.  

• Ability to influence stakeholders across business, technology, Service Delivery, vendors, and support organizations.  

• Strong governance, organizational, planning, and prioritization skills.  

• Ability to balance operational realities with governance requirements and strategic objectives.  

• Strong customer focus with a commitment to service quality and operational excellence.  

• Ability to lead organizational changes and continual improvement initiatives.  

Required Qualifications 

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field; equivalent experience may be considered.  

• Minimum 7 years of experience in IT Service Management, Service Delivery, AMS Governance, ERP Support, Technology Operations, Application Support, or related technology leadership roles.  

• Experience supporting enterprise business applications and managed service organizations.  

• Experience with operational reporting, service governance, vendor governance, and performance management.  

• Experience facilitating governance reviews, executive stakeholder discussions, and cross-functional operational forums.  

• Experience with ServiceNow ITSM capabilities and ITIL-based service management practices.  

Preferred Qualifications 

• ITIL Foundation certification required; ITIL Managing Professional, ITIL Strategic Leader, or higher preferred.  

• Experience supporting Oracle Fusion environments as a Governance Lead, Service Integration Lead, Product Owner, Reporting Lead, or similar leadership role.  

• Experience with ServiceNow ITSM, Performance Analytics, Reporting, or ITOM capabilities.  

• Experience with Azure DevOps (ADO) and Agile delivery methodologies.  

• Experience leading service integration, governance transformation, operational maturity, or continual improvement initiatives.  

• Experience working within large, global, matrixed organizations.  

Competencies 

• Create Strategic Plan  

• Deliver Compelling Communication  

• Demonstrate Strategic Influence  

• Practice Entrepreneurial Behavior  

• Making Effective Decisions  

• Demonstrate Customer Orientation  

• Drive Results  

• Drive Innovation  

• Lead Change  

• Delegate Authority  

• Demonstrate Inclusive Leadership  

• Build a Successful Team  

• Coach and Develop Others  

• Build Trusting Relationships 

#LI-AK1

#ShawIND