Director, Application Portfolio & Service Delivery

Sedgwick; Southaven (MS); À distance; USD 120 000 - 170 000; Plein temps

Résumé du poste

Sedgwick is seeking an Application Tower Service Delivery Leader to oversee day-to-day application support and RUN services within an assigned tower. You will ensure availability, reliability, and performance of supported applications.

Lead incident resolution, monitor KPIs, and drive continuous improvement with AMS vendors and stakeholders to enhance service quality and resilience across the portfolio.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Business Administration, or a related field.
• Relevant ITIL, Agile, SAFe, DevOps, SRE, Cloud, or Service Management certifications preferred.
• Seven (7+) years of progressively responsible information technology experience including application support, service delivery, application management, or technology operations.
• Experience leading application support teams, managing AMS, and working with managed service providers in a complex enterprise environment preferred.

Responsabilités

• Provides day-to-day leadership and oversight for application support and RUN services within an assigned application tower.
• Ensures the availability, reliability, performance, and operational sustainability of supported applications.
• Accountable for execution of service delivery processes and achievement of SLAs, metrics, and KPIs.
• Manages operational priorities and support activities to ensure consistent service outcomes and business continuity.
• Coordinates incident resolution, service restoration, root cause analysis, and problem management across tower applications.
• Monitors application performance and operational health, proactively addressing risks and issues.
• Drives continuous improvement initiatives focused on stability, quality, efficiency, and user experience.
• Establishes performance metrics and dashboards to measure service effectiveness and improvement opportunities.
• Provides day-to-day oversight of AMS providers and vendors and monitors their performance against contracts.
• Supports planning, risk management, and escalations, including business continuity and disaster recovery.

Connaissances

Leadership

Vendor management

Service delivery

Incident management

Analytics

Communication

Formation

Bachelor's degree (CS/IT/Information Systems/Business Admin)

Outils

ITIL

Agile

SAFe

DevOps

SRE

Cloud

Service Management

Description du poste

Sedgwick is seeking an Application Tower Service Delivery Leader to oversee day-to-day application support and RUN services within an assigned tower. You will ensure availability, reliability, and performance of supported applications.

Lead incident resolution, monitor KPIs, and drive continuous improvement with AMS vendors and stakeholders to enhance service quality and resilience across the portfolio.