Position Title: AMS Service Delivery Lead

Office Location: Canada

Duration: Full Time

Work Hours: EST Hours

Salary : $85,000 to $110,000

About Us:

Headquartered in Richmond Hill, Ontario, Canada, HR Strategies Consulting has been assisting leading companies for more than 20 years to attract and retain performance-driven talent and achieve enterprise-wide efficiencies that cut costs, improve operations, and increase profitability. HRSC is a certified Gold Partner with SAP, focusing on SuccessFactors, Concur, and Qualtrics, and provides HR and HRIS Consulting services throughout Canada, Australia, India, and the United States. Our team is committed to delivering innovative solutions that empower organizations to unlock their full potential and drive sustainable growth.

Position Overview

AMS Support Lead assists in leading the global support, optimization, and continuous improvement of the organization’s HR technology platform. This role is responsible for delivering high-quality AMS services while driving platform adoption, feature expansion, and strategic growth of HRSC HRIS ecosystems.

In addition to operational excellence, this leader identifies opportunities to expand module adoption, introduce new features, and optimize utilization of contracted AMS hours to maximize business value for HR stakeholders.

Key Responsibilities

AMS Strategy & Leadership

- Assist in Leading global L2/L3 support, enhancement delivery, and operational management.
- Develop scalable AMS delivery models and governance frameworks.
- Drive continuous service improvement and operational maturity.

Platform Optimization & Feature Expansion
- Identify opportunities to expand adoption of underutilized features and capabilities within the clients HRIS.
- Drive upsell and expansion of additional modules
- Partner with HR leadership to build business cases for new module implementations and platform enhancements.
- Promote best-practice usage of existing modules to increase business value and ROI.

AMS Utilization & Value Realization
- Ensure effective utilization of contracted AMS hours through proactive backlog management and strategic prioritization.




- Identify enhancement opportunities and improvement initiatives to maximize value from available support capacity.
- Monitor usage patterns of AMS hours and propose additional enhancements or projects when capacity is underutilized.
- Collaborate with account and delivery teams to convert improvement opportunities into funded initiatives or expansions.

Service Delivery & Operations
- Oversee incident, problem, and change management aligned with ITIL practices.
- Ensure SLA and KPI adherence for AMS delivery.
- Lead major incident response and root cause analysis.
- Maintain high availability, reliability, and performance of all HRIS platform supported by HRSC.

Stakeholder Management
- Serve as the senior technology partner to HR leadership and HRIS teams.
- Translate HR business goals into technology enhancements and roadmap initiatives.
- Conduct regular governance meetings and platform health reviews.

Vendor & Partner Management
- Manage AMS vendors, system integrators, and consulting partners supporting products that are within HRSC HRIS ecosystems
- Ensure vendors meet contractual service levels and delivery expectations.
- Optimize vendor engagement to support platform expansion and transformation initiatives.

Governance & Compliance
- Ensure compliance with data privacy, regulatory, and security standards.
- Manage platform release cycles, upgrades, and regression testing.
- Maintain audit readiness for HR systems.

Transformation & Innovation
- Drive adoption of new platform capabilities and quarterly releases for all HRIS’ supported by HRSC.
- Promote automation, analytics, and AI-driven improvements in HR service delivery.

Lead roadmap planning and continuous digital HR transformation

Qualifications

- Bachelor's degree in a business-related field.
- Minimum of 7 years’ experience in a support environment
- Minimum of 2 years in leadership position.




- Strong working knowledge of the company's products, competitive products, and the market.
- Excellent leadership, communication, interpersonal, and customer service skills.
- Seasoned strategic planning, organizational, and creative thinking skills.
- Experience working as part of a team in a rapid-paced, multi-project environment with exposure to HR technology implementations, integrations, and data migrations.
- Proven track record in building strong, collaborative cross functional team relationships.

Core Competencies:

- Know the business and understand KPI to provide insights and develop business strategies bringing legitimacy, competence, and confidence to the role whilst being able to forecast with more accuracy.
- Possesses the attitude and ability to adapt and is constantly monitoring, assessing, and upgrading investments in people, processes, and technologies.
- Think strategically of being aligned with the changing B2B selling landscape and establish go to market plans to improve sales.
- Develops strong strategic alliances and internal relationships across the various portfolios.
- Possesses a high EQ and strives to improve the EQ of everybody in the team and recognizes how pivotal emotional intelligence is to sales success, especially in relationship-selling.

Why Us? At HR Strategies Consulting, we believe in investing in our people and providing a supportive and inclusive work environment where everyone can thrive. When you join our team, you'll have the opportunity to:
- Work with a diverse and talented group of professionals who are passionate about making a difference.
- Access ongoing training and development opportunities to enhance your skills and advance your career.
- Enjoy competitive compensation and benefits, including performance bonuses and opportunities for advancement.
- Be part of a company that values teamwork, integrity, and innovation, and celebrates the contributions of every team member.
- Interested?
- If you're ready to take your sales career to the next level and be part of a dynamic team that's shaping the future of HR solutions, we want to hear from you!

📌 AMS Service Delivery Lead (Toronto)
🏢 HR Strategies Consulting
📍 Toronto