Application Support Delivery Manager, SVP

Citi; Jacksonville (TX); Hybrid; USD 141,000 - 212,000; Full time

Benefits offered by this job

Hybrid working model

High-impact leadership

AI learning opportunities

Competitive compensation

Wellbeing programs

Job summary

Citi in Jacksonville, FL seeks an Application Support Delivery Manager to own end-to-end support operations for enterprise portfolios in a globally scaled environment. You will lead incident, problem, and knowledge management, govern vendors, plan capacity, and drive service improvements, reporting to senior stakeholders.

Hybrid work, leadership in a top financial institution, and opportunities to adopt AI tools to enhance team effectiveness.

Qualifications

• 10+ years of experience leading application support functions in a large tech environment.
• Experience managing incident, problem, and knowledge management at enterprise scale.
• Strong financial/program management with metrics-driven decisions.
• Experience overseeing third-party vendors and offshore providers.
• Ability to identify cost reductions and drive efficiency across portfolios.
• Confident in communicating with senior leaders and aligning stakeholders.
• Commitment to risk and compliance standards.

Responsibilities

• Lead multiple application support initiatives, including people management, performance evaluations, recruitment, and development.
• Oversee end-to-end support delivery: incident, problem, and knowledge management, driving service improvements.
• Ensure compliance, timekeeping accuracy, and governance to meet service standards.
• Own the financial program for the support function, tracking resource efficiency and performance.
• Manage third-party vendors and offshore providers, ensuring contractual accountability.
• Define a capacity framework to maintain enterprise-scale reliability.
• Present operational data and insights to business partners for decision-making.
• Establish onboarding standards and work with development teams to embed stability.

Skills

Application support leadership

Incident management

Problem management

Knowledge management

Vendor management

Finance & budgeting

Strategic thinking

Senior stakeholder communication

Risk & compliance

Education

Bachelor's degree or equivalent university-level education

Tools

AI tooling familiarity

Job description

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

Position Overview

Citi is hiring an Application Support Delivery Manager to partner with a dedicated team in assessing the reliability, efficiency, and continuous improvement of critical application portfolios across a globally scaled technology environment. In this role, you will own the full lifecycle of application support operations - spanning incident and problem management, vendor oversight, capacity planning, financial oversight, and service improvement - with direct influence over technology strategy and business outcomes. This is a senior leadership position where your decisions shape the operational standards and service quality that Citi’s business depends on every day.

Responsibilities

• Lead multiple application support initiatives across all dimensions of people management, including performance evaluation, compensation decisions, recruitment, and team development to build a high-accountability, high-performance environment.
• Manage end-to-end application support delivery across incident management, problem management, and knowledge management practices, driving measurable improvements in service quality and end-user efficiency.
• Oversee compliance, timesheet accuracy, and delivery governance to ensure teams operate proactively and consistently meet agreed service standards.
• Own financial program management for the support function, tracking metrics across resource efficiency, testing progress, and operational performance to inform budgetary and strategic decisions.
• Manage third-party vendors and offshore managed service providers, holding them accountable to contractual performance expectations and service level agreements.
• Define and implement a capacity management framework that governs application throughput and latency, maintaining system reliability at enterprise scale.
• Represent the technology function in business review forums, translating operational data and performance metrics into clear insights that support commercial and strategic decision‑making.
• Establish application onboarding standards and work with development teams to embed stability and supportability into new services from the outset.

Required Qualifications & Skills

• 10+ years experience with demonstrated leadership of application support functions within a large, complex technology environment, with full accountability for teams, budgets, and service outcomes.
• Hands‑on experience managing incident, problem, and knowledge management practices at enterprise scale, with a track record of improving service quality and operational efficiency.
• Financial and program management capability, including the ability to track metrics, manage resource efficiency, and translate performance data into operational decisions.
• Experience overseeing third‑party vendors and offshore managed service providers, including performance monitoring and contractual accountability.
• Strong commercial awareness with the ability to identify cost reduction opportunities and deliver efficiency improvements across a supported application portfolio.
• Confident communicator at senior levels, able to align stakeholders across functions and translate technical operational detail into business‑relevant insights.
• Commitment to risk and compliance standards, with the ability to identify control issues and ensure adherence to relevant policies and governance requirements.
• Bachelor’s degree or equivalent university‑level education.

Beneficial Skills & Qualifications

• Master’s degree in a relevant discipline.
• Familiarity with AI tooling and an openness to adopting emerging technologies to improve support operations and team effectiveness.
• Experience working closely with senior business partners or delivery leads on day‑to‑day operational priorities, translating business needs into technology support strategies.

What We Offer

At Citi, you will take on a leadership role with real scope, working alongside senior stakeholders and a collaborative team to shape how application support is delivered at global scale. This is an environment that values delivery, professional growth, and the kind of leadership that makes a measurable difference.

• Hybrid working model with 3 days in the office and 2 days working remotely, giving you flexibility alongside meaningful in‑person collaboration.
• Ownership of a high‑impact function with genuine influence over technology strategy, team performance, and business outcomes at one of the world’s leading financial institutions.
• Opportunity to work at the intersection of technology and commercial delivery, gaining exposure to cross‑functional leadership and enterprise‑scale decision‑making.
• Access to learning and development resources, including support for exploring and adopting AI and emerging technology tools within your team.
• A performance‑driven environment where your leadership, judgement, and delivery expertise are recognized and rewarded.
• Competitive compensation and a comprehensive benefits package designed to support your financial wellbeing and long‑term career growth.
• Wellbeing and family support programs that help you maintain a sustainable balance between professional and personal priorities.

Job Family Group:

Technology

Job Family:

Applications Support

Time Type:

Full time

Primary Location:

Jacksonville Florida United States

Primary Location Full Time Salary Range:

$141,440.00 - $212,160.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

Budgeting, Financial Planning, Financial Planning and Analysis (FP&A), Program Management.

Anticipated Posting Close Date:

Sep 12, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate’s skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision‑making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.