AppOps Program Manager

TalentOla; Berkeley Heights (NJ); On-site; USD 160,000 - 230,000; Full time

Job summary

TalentOla is seeking an experienced Senior Delivery Lead for Application Operations (App Ops) to own and govern large-scale production support engagements. You will lead cross-functional teams across ITSM, monitoring, DevOps, and cloud tools, driving incident management, change control, and service improvements.

The role requires 12–18+ years IT experience with at least 8+ years in App Ops/AMS, delivering for complex clients in regulated industries.

Qualifications

• Extensive leadership and delivery experience in App Ops.
• Proven ability to own end-to-end service delivery and governance.
• Strong client-facing and stakeholder-management capabilities.

Responsibilities

• Own end-to-end Application Operations delivery for one or more strategic client accounts.
• Lead multi-tier Application Support teams across L1, L2, L3, SRE, DevOps, and vendor functions.
• Ensure adherence to SLAs, OLAs, KPIs, and contractual commitments.
• Drive service quality, availability, reliability, and operational excellence.
• Establish governance frameworks and service review mechanisms.

Skills

Leadership

Delivery Management

Stakeholder Management

ITSM

Operations

Tools

ServiceNow

BMC Remedy

Jira Service Management

Cherwell

Dynatrace

AppDynamics

Splunk

Datadog

Grafana

Prometheus

Azure DevOps

Jenkins

GitHub

GitLab

Octopus Deploy

Control-M

AutoSys

AWS

Azure

GCP

Kubernetes

OpenShift

Docker

Jira

Confluence

Power BI

Excel

MS Project

PowerPoint

Job description

Role: AppOps Program Manager

Location: BH, NJ

Work Mode: 5 days client office

Role family: Project Management / PMO / App Ops Delivery Leadership

Experience: 12 18+ years overall; 8+ years in Application Operations /

Production Support / AMS

Delivery scope: End-to-end ownership of client App Ops engagements, including people, process, technology and commercials

Position Summary

We are seeking an experienced and highly motivated Senior Delivery Lead Application Operations (App Ops) to lead and manage large-scale application support and operations engagements for strategic clients. The ideal candidate should possess strong Project Management, PMO, Delivery Management, or Application Operations Leadership experience, with complete ownership of service delivery, operational governance, client stakeholder management, SLA compliance, team leadership, continuous improvement, and transformation initiatives.

This role is responsible for establishing and managing high-performing App Ops teams, ensuring operational excellence, service reliability, client satisfaction, and business growth.

Experience

• 12 to 18+ years of IT experience.
• Minimum 8+ years managing Application Operations, Production Support, or Application Management Services (AMS) engagements.
• Prior experience as a Project Manager, PMO Lead, Application Operations Delivery Lead, Service Delivery Manager, or Support Program Manager.
• Experience managing offshore, onsite, and distributed support teams.
• Experience in client-facing roles across Banking, Financial Services, Retail, Healthcare, Insurance, or similar domains is preferred.

Key Responsibilities

Delivery Leadership

• Own end-to-end Application Operations delivery for one or more strategic client accounts.
• Lead multi-tier Application Support teams across L1, L2, L3, SRE, DevOps, and vendor functions.
• Ensure adherence to SLAs, OLAs, KPIs, and contractual commitments.
• Drive service quality, availability, reliability, and operational excellence.
• Establish governance frameworks and service review mechanisms.

Client & Stakeholder Management

• Act as the primary delivery contact for client leadership.
• Conduct weekly, monthly, and quarterly governance reviews.
• Present operational metrics, risk assessments, and improvement initiatives.
• Manage customer escalations and major incidents effectively.
• Build trusted-adviser relationships with client stakeholders.

Operational Governance

• Lead Incident, Problem, Change, Release, and Knowledge Management processes.
• Drive Major Incident Management for P1 and P2 incidents.
• Ensure RCA completion and preventive action implementation.
• Manage operational risks and service continuity plans.
• Oversee compliance, audit, and security requirements.

People Leadership

• Build and scale Application Operations teams based on client demand.
• Mentor Team Leads, Support Managers, and Operations Engineers.
• Manage resource planning, utilisation, and succession planning.
• Drive performance management and capability development.
• Foster a culture of accountability and continuous improvement.

Mandatory Skills

Leadership & Delivery: Project Management; PMO Management; App Ops Delivery Leadership; Service Delivery Management; Stakeholder Management; Program Governance; Escalation Management; Team Management

ITSM & Operations: Incident, Problem, Change, Release, Major Incident, Service Transition, Capacity, Availability, and Knowledge Management

Tools & Technology Knowledge

ITSM: ServiceNow, BMC Remedy, Jira Service Management, Cherwell

Monitoring & Observability: Dynatrace, AppDynamics, Splunk, Datadog, Grafana, ELK, Prometheus

DevOps & Release: Azure DevOps, Jenkins, GitHub, GitLab, Octopus Deploy

Scheduling & Batch: Control-M, AutoSys

Infrastructure & Cloud: AWS, Azure, GCP, Kubernetes, OpenShift, Docker

Collaboration & Reporting: Jira, Confluence, Power BI, Excel, MS Project, PowerPoint