Director Applications Portfolio Management

Sedgwick; Fayetteville (NC); Remote; USD 120,000 - 170,000; Full time

Job summary

Sedgwick is seeking a senior 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 critical applications while managing SLAs and KPIs.

You will drive continuous improvement, coordinate incident resolution, and collaborate with vendors, product teams, and security, ensuring operational readiness for releases and deployments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Business Admin, or related field.
• Seven (7+) years of IT experience including application support, service delivery, AMS, or tech operations.
• Experience leading application support teams, managing AMS, and working with managed service providers.
• ITIL, Agile, SAFe, DevOps, SRE, Cloud certifications 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.
• Manages service delivery processes, SLAs, metrics, and KPIs.
• Coordinates incident resolution, service restoration, root cause analysis, and problem management across tower apps.
• Drives continuous improvement for stability, quality, and efficiency.

Skills

AMS

ITIL

SRE

Vendor management

Incident management

Stakeholder communication

Education

Bachelor's degree in CS/IT

ITIL/SAFe/DevOps certs preferred

Tools

Monitoring tools

Automation scripts

AMS 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

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Application Tower Service Delivery Leadership

• 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.

Operational Excellence & Continuous Improvement

• 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.

Vendor & Service Management

• 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.

Planning, Risk Management & Escalations

• 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.

Business Partnership & Collaboration

• 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.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

Performs other duties as assigned.

Travel as required.

QUALIFICATIONS

Education & Licensing

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.

Experience

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.

Skills & Knowledge

• 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.

WORK ENVIRONMENT

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