Location: 100% remote (can be based anywhere, but must work on Eastern Time)
Job Summary:
An experienced Project Manager is needed to oversee the full lifecycle of an Adobe Experience Manager (AEM) Application Managed Services (AMS) engagement. This role ensures smooth service delivery, incident resolution, platform enhancements, and proactive monitoring of AEM-based digital properties for a major enterprise client. The ideal candidate will coordinate cross-functional teams, manage service-level agreements (SLAs), and drive continuous improvements in platform performance and stability.
Key Responsibilities:
Service Delivery & Incident Management
- Oversee the end-to-end delivery of AEM AMS services, ensuring compliance with SLAs and operational goals.
- Manage 24/7 incident support, prioritizing and resolving issues based on business impact.
- Optimize service operations using monitoring tools such as New Relic, CloudWatch, Adobe Looking Glass, and Cloud Manager.
- Maintain structured incident reporting and analytics, ensuring thorough root cause analysis and corrective action implementation.
Project & Stakeholder Management
- Serve as the primary point of contact for internal teams, vendors, and client stakeholders across digital and IT functions.
- Lead daily stand-ups, weekly leadership meetings, and governance calls to maintain transparency on incident response, service performance, and platform enhancements.
- Work closely with client teams to prioritize service requests, enhancements, and proactive maintenance efforts.
- Deliver structured reporting on service performance, identifying areas for improvement.
Enhancements & Continuous Improvement
- Manage AEM enhancements, customizations, and technical updates within allocated monthly support hours.
- Collaborate with development and DevOps teams to maintain and improve CI/CD pipelines in Adobe Cloud Manager.
- Support best practices in AEM, including Experience Fragments, Reusable Components, Editable Templates, and Component-Based Development.
- Drive improvements in performance, SEO, accessibility compliance, and system stability.
Process & Risk Management
- Monitor service operations, identifying risks and implementing mitigation strategies.
- Maintain accurate project documentation, including status reports, incident logs, and technical documentation.
- Implement ITIL-based incident management and Agile methodologies to enhance service efficiency.
- Track contracted service levels, escalating critical issues and ensuring compliance with engagement requirements.
Qualifications & Experience:
- 5+ years of experience in project management within AMS, AEM, or digital platform operations.
- Strong understanding of Adobe Experience Manager (AEM), cloud-based environments, and managed services support models.
- Experience with incident management, ITIL frameworks, Agile methodologies, and DevOps best practices.
- Familiarity with Adobe Cloud Manager, CI/CD pipelines, and monitoring tools (New Relic, CloudWatch, Icinga).
- Proven ability to manage high-priority incidents, SLA-driven services, and enhancement roadmaps.
- Excellent communication and stakeholder management skills, with experience coordinating between technical teams, business leads, and third-party vendors.
- PMP, ITIL, or Scrum Master (CSM) certification is a plus.
Why Consider This Opportunity?
- Lead a mission-critical AEM AMS engagement for a major enterprise digital platform.
- Work with high-performing teams in a dynamic, fast-paced environment.
- Competitive compensation, benefits, and professional development opportunities.
If you're a proactive Project Manager with expertise in AEM AMS operations, this role is an exciting opportunity to lead and drive impact.
