Application Support Delivery Manager – SVP

Jobtailor; Town of Florida (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Jobtailor in New York is seeking a seasoned leader to head application support, overseeing incident, problem, and knowledge management while driving service quality and governance across a complex technology environment.

You will partner with development teams to embed stability into new services, manage budgets, and translate performance data into strategic decisions. A Bachelor’s degree is required; Master’s is beneficial, with strong commercial awareness and leadership capabilities.

Qualifications

• 10+ years experience leading application support functions within a large, complex technology environment.
• Full accountability for teams, budgets, and service outcomes.
• Hands-on experience managing incident, problem, and knowledge management practices at enterprise scale.
• Track record of improving service quality and operational efficiency.
• Financial and program management capability.

Responsibilities

• Lead multiple application support initiatives across people management, including performance evaluation, compensation decisions, recruitment, and team development.
• Manage end-to-end application support delivery across incident, problem, and knowledge management.
• Drive measurable improvements in service quality and end-user efficiency.
• Oversee compliance, timesheet accuracy, and delivery governance.
• Ensure teams proactively meet agreed service standards.
• Own financial program management for the support function.
• Track resource efficiency, testing progress, and operational performance metrics.
• Use metrics to inform budgetary and strategic decisions.
• Manage third-party vendors and offshore managed service providers.
• Hold providers accountable to contractual expectations and service level agreements.

Skills

Leadership

Budget management

Stakeholder communication

Incident management

Vendor management

Education

Bachelor's degree

Master's degree (Beneficial)

Tools

AI Tooling

Emerging Technologies

Job description

• Lead multiple application support initiatives across people management, including performance evaluation, compensation decisions, recruitment, and team development
• Manage end-to-end application support delivery across incident, problem, and knowledge management
• Drive measurable improvements in service quality and end-user efficiency
• Oversee compliance, timesheet accuracy, and delivery governance
• Ensure teams proactively meet agreed service standards
• Own financial program management for the support function
• Track resource efficiency, testing progress, and operational performance metrics
• Use metrics to inform budgetary and strategic decisions
• Manage third-party vendors and offshore managed service providers
• Hold providers accountable to contractual expectations and service level agreements
• Define and implement capacity management governing application throughput and latency
• Maintain system reliability at enterprise scale
• Represent technology in business review forums
• Translate operational data and performance metrics into business insights
• Establish application onboarding standards
• Partner with development teams to embed stability and supportability into new services

Requirements

• 10+ years experience leading application support functions within a large, complex technology environment
• Full accountability for teams, budgets, and service outcomes
• Hands‑on experience managing incident, problem, and knowledge management practices at enterprise scale
• Track record of improving service quality and operational efficiency
• Financial and program management capability
• Ability to track metrics, manage resource efficiency, and translate performance data into operational decisions
• Experience overseeing third‑party vendors and offshore managed service providers
• Experience with performance monitoring and contractual accountability
• Strong commercial awareness and ability to identify cost reduction opportunities
• Ability to deliver efficiency improvements across a supported application portfolio
• Confident senior‑level communication and stakeholder alignment skills
• Ability to translate technical operational detail into business‑relevant insights
• Commitment to risk and compliance standards
• Ability to identify control issues and ensure adherence to policies and governance requirements
• Bachelor's degree or equivalent university‑level education
• Master's degree in a relevant discipline (beneficial)
• Familiarity with AI tooling and openness to adopting emerging technologies (beneficial)
• Experience working with senior business partners or delivery leads on operational priorities (beneficial)

Core Competencies

Demonstrates extensive experience in leading application support functions, managing incident, problem, and knowledge management practices, and driving operational efficiency in a complex technology environment. Proven ability to translate performance metrics into strategic business insights while ensuring compliance and managing third‑party vendor relationships.

Highest-signal resume keywords

• Application Support Leadership
• Incident Management
• Financial Program Management
• Vendor Management
• Operational Efficiency Improvement

Hard Skills

• Performance Evaluation
• Compensation Decisions
• Recruitment
• Service Quality Improvement
• Operational Performance Metrics
• Capacity Management
• System Reliability
• Budgetary Decision Making
• Risk and Compliance Standards
• Contractual Accountability

Soft Skills

• Senior‑Level Communication
• Stakeholder Alignment
• Commercial Awareness

Certifications & Qualifications

• Bachelor's Degree
• Master's Degree (Beneficial)

Industry Keywords

• Application Onboarding Standards
• Service Level Agreements
• Third‑Party Vendors
• Offshore Managed Service Providers
• Governance Requirements

Tools & Technologies

• AI Tooling
• Emerging Technologies