Director, Application Portfolio & Service Delivery

Sedgwick; Erie (Erie County); Remote; USD 130,000 - 180,000; Full time

Job summary

Sedgwick is seeking a senior Application Tower Service Delivery leader to drive day-to-day operations for enterprise applications. You will ensure uptime, SLA achievement, and performance across tower services, while guiding continuous improvement and vendor collaboration.

The role emphasizes leading application support teams, coordinating incident response, and aligning with business stakeholders to sustain operational resilience and service quality.

Qualifications

• Bachelor's degree required in Computer Science, Information Technology, Information Systems, Business Administration, or related field.
• Seven or more years of progressively responsible IT experience incl. application support, service delivery, and operations.
• ITIL, Agile, SAFe, DevOps, SRE, Cloud, or Service Management certs preferred.

Responsibilities

• Provides day-to-day leadership and oversight for application support and RUN services within an assigned application tower.
• Ensures availability, reliability, performance, and operational sustainability of supported applications.
• Accountable for SLAs, operational metrics, and KPIs; drives service delivery excellence.
• Coordinates incident resolution, root cause analysis, and problem management across tower apps.
• Drives continuous improvement for stability, quality, and user experience; reduces incidents.
• Oversees AMS providers and vendors; monitors performance against contracts and SLAs.

Skills

Leadership

Incident & Problem Mgmt

Vendor Management

Service Delivery

ITIL/SAFe/SRE

Stakeholder Communication

Performance Metrics

Education

Bachelor's degree in CS/IT/IS/Business

Job description

Sedgwick is seeking a senior Application Tower Service Delivery leader to drive day-to-day operations for enterprise applications. You will ensure uptime, SLA achievement, and performance across tower services, while guiding continuous improvement and vendor collaboration.

The role emphasizes leading application support teams, coordinating incident response, and aligning with business stakeholders to sustain operational resilience and service quality.