Director Applications Portfolio Management
Sedgwick
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Job summary
Sedgwick, a leading risk and claims solutions provider, is seeking a Senior Application Tower Service Delivery Leader in Birmingham, AL to oversee IT service delivery across a set of applications.
You will lead cross-functional teams, ensure incident response readiness, and drive continuous improvement with a focus on stability and user experience.
The role requires seven plus years of IT leadership, ITIL/SAFe familiarity, and strong collaboration with vendors and business partners.
Qualifications
- Bachelor's degree required in IT/CS or related field.
- 7+ years of IT experience including application support and service delivery.
- Experience leading AMS teams and managing vendors.
Responsibilities
- Provides day-to-day leadership and oversight for application support and RUN services.
- Ensures availability, reliability, performance, and operational sustainability.
- Manages SLA achievement, metrics, and KPIs.
- Coordinates incident resolution and root-cause analysis.
- Partners with vendors to improve service quality and stability.
- Supports releases, deployments, and risk mitigation.
Skills
Education
Tools
Job description
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R76892
By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.
Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies
Certified as a Great Place to Work®
Fortune Best Workplaces in Financial Services & Insurance
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 established service level agreements (SLAs), operational metrics, and key performance indicators (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 activities across tower applications.
Monitors application performance and operational health, proactively identifying and addressing service risks and issues.
Drives continuous improvement initiatives focused on application stability, service quality, operational efficiency, and user experience.
Identifies opportunities to reduce incidents, recurring defects, and operational risks through process optimization and automation.
Ensures operational readiness for application releases, enhancements, technology upgrades, and production deployments.
Supports implementation of Site Reliability Engineering (SRE), quality assurance, monitoring, and operational best practices within the assigned tower.
Establishes performance metrics and operational dashboards to measure service effectiveness and improvement opportunities.
Provides day-to-day oversight of AMS providers and support vendors responsible for application services within the tower.
Monitors vendor performance against contractual commitments, service levels, and operational objectives.
Escalates service delivery concerns, performance risks, and capacity constraints when necessary.
Partners with vendor teams to improve service quality, operational stability, and delivery effectiveness.
Provides input into portfolio planning, demand forecasting, resource requirements, and prioritization activities.
Identifies operational risks, dependencies, technical debt, and support challenges impacting application services.
Serves as a primary escalation point for significant incidents, service disruptions, and operational concerns affecting the assigned tower.
Collaborates with the Application Portfolio Lead to manage escalations, remediation plans, and risk mitigation strategies.
Supports business continuity, disaster recovery, compliance, and operational resilience requirements.
Partners with business leaders, product teams, engineering organizations, infrastructure teams, security teams, and other technology stakeholders to ensure alignment of operational priorities.
Communicates application service performance, operational risks, improvement initiatives, and support activities to leadership and stakeholders.
Contributes to portfolio-level governance activities, operational reviews, and performance reporting.
Supports strategic initiatives and business transformation efforts impacting assigned applications.
- Performs other duties as assigned.
- Travel as required.
Bachelor's degree from an accredited college or university in Computer Science, Information Technology, Information Systems, Business Administration, or a related field required. Relevant ITIL, Agile, SAFe, DevOps, SRE, Cloud, or Service Management certifications preferred.
Seven (7+) years of progressively responsible information technology experience required, including application support, service delivery, application management, or technology operations.
Experience leading application support teams, managing Application Management Services (AMS), and working with managed service providers in a complex enterprise environment preferred.
Strong knowledge of enterprise applications, Application Management Services (AMS), and production support operations.
Knowledge of ITIL disciplines including Incident, Problem, Change, Release, and Service Request Management.
Experience managing application support teams, vendors, and service delivery operations.
Strong understanding of service level management, operational metrics, and performance reporting.
Experience driving application stability, incident reduction, and continuous improvement initiatives.
Familiarity with Site Reliability Engineering (SRE), monitoring, automation, and operational excellence practices.
Ability to identify and manage operational risks, dependencies, and escalations.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent organizational skills with the ability to manage multiple priorities and competing demands.
Strong verbal and written communication skills, including the ability to communicate effectively with business and technology stakeholders.
Ability to build collaborative relationships across business, technology, and vendor organizations.
Strong decision-making, leadership, and stakeholder management capabilities.
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental : Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical : Computer keyboarding, travel as required
Auditory/Visual : Hearing, vision and talking
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.
Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com
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