AMS Innovation and Improvement Manager

Job Description: AMS Innovation and CONTINOUS IMPROVEMENT Lead

About Ensono

Ensono, Inc is a Delaware corporation incorporated in 2015 and located in Downers Grove, Illinois. Ensono, Inc provides infrastructure management services that help clients address their current needs, while engineering IT solutions for the ever-changing demands of tomorrow. From current platforms to evolving technologies, we deliver results for our clients by flawlessly executing infrastructure operations so our clients can focus on what they do best. Our infrastructure management services increase security and performance while reducing total cost of ownership by an average of 15 percent. Ensono, Inc has more than 46 years of experience managing business complexity, distinguishing us from our competitors. We have managed hundreds of complex migrations and have designed solutions that address a wide range of challenges that companies are facing today. We adapt to and work seamlessly within our clients' culture and value the expertise of their employees. Our collaborative approach to meeting our clients' challenges keeps them with us for an average of 10 years. We are ranked by Information Week 500 for our technology innovation and by the Uptime Institute for 100% availability. We are headquartered in Downers Grove, Illinois and currently have 2,100 associates.

Job Summary

The AMS L1 & L2 Innovation and Continuous Improvement Lead is responsible for driving operational excellence, continuous improvement, and innovation across L1 and L2 Production Support teams within Application Managed Services (AMS).

The role focuses on reducing operational noise, improving SLA adherence, accelerating resolution times, enabling shift‑left, and embedding automation and standardization into day‑to‑day L1/L2 operations. This is a run‑focused role, ensuring improvements translate into measurable outcomes on the production floor.

Job Responsibilities

• Operational Improvement:
• Develop and execute strategic improvement initiatives to drive business growth and operational efficiency.
• Collaborate with cross-functional teams to identify process improvements and innovative solutions.
• Champion & drive identification and adoption of digital and automation solutions across the organization e.g. ITOM SNOW, Robotic process automation (RPA) and intelligent automation etc
• Develop strategies to optimize workflows, reduce waste, and enhance productivity using combination of process re-engineering & digital/automation solutions
• Process and Governance:
• Establish Six Sigma or equivalent methodology driven team structure and processes within organization to use data-driven approaches, methodologies, and tools to achieve near-perfection in operational processes with focus on continuous improvement and waste reduction.
• Embed ITIL/ITSM best practices into AMS delivery.
• Conduct regular service reviews, operational reviews, and CSI workshops.
• Define and track KPIs such as SLA compliance, MTTR, incident backlog, automation coverage.
• Support audits, compliance, and risk management requirements.
• Stakeholder Engagement:
• Collaborate with application teams, engineering, Development, DevOps, and business stakeholders.
• Coach and mentor L1/L2 support teams on innovation mindset and problem‑solving.
• Work with transition teams during KT, onboarding, and steady‑state operations.
• Act as a customer‑facing leader for service improvement discussions..
• Change Management:
• Lead change management efforts to ensure a smooth transition and adoption of new processes and systems.
• Manage partnership with stakeholders for optimization solution discovery, implementation, deployment and digital operations.
• Monitor project progress, identify risks, and provide timely solutions.
• Deliver training programs to educate employees on new processes and technologies.
• Measure, benchmark and publish effectivity of deployed solutions and drive on continuous improvement.
• Continuous Learning:
• Stay abreast of industry trends, best practices, and emerging technologies related to process automation and transformation.

Mandatory Skills and experience

Technical & Functional

• 10–12+ years of experience in AMS / Production Support (L1/L2).
• Strong understanding of application support models, preferably across multiple technologies.
• Certified in Lean / Six Sigma (Green Belt or above)
• Hands‑on experience with ITSM tools (ServiceNow or equivalent).
• Experience driving automation, monitoring, and observability improvements.
• Strong knowledge of incident/problem management and RCA techniques.

Innovation & Improvement

• Proven experience leading continuous improvement or CSI initiatives.
• Exposure to automation frameworks, scripting, or AIOps is a plus.
• Experience in process optimization, standardization, and cost reduction initiatives using improvement frameworks like Lean, Six Sigma.

Certifications (Preferred)

• ITIL v3 / ITIL 4
• Agile / DevOps certification (preferred)

Soft Skills

• Strong leadership, stakeholder management, and communication skills.
• Ability to influence without authority and drive change across teams.
• Customer‑centric mindset with focus on business outcomes.
• Analytical and problem-solving ability using data and experience.

Shift Timing- 1:30 PM to 10:30 PM

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.