Director, Applications Portfolio & Service Delivery

Sedgwick; Jackson (MS); Remote; USD 140,000 - 190,000; Full time

Job summary

Sedgwick is seeking a senior leader to direct Application Tower Service Delivery, ensuring uptime and performance of critical enterprise applications. You will oversee RUN services, coordinate incident resolution, and drive improvements across incident/problem management and release readiness.

Requires 7+ years in IT, strong AMS, ITIL/SRE knowledge, and proven vendor management. Remote-friendly, with broad collaboration across business and technology teams to sustain operational excellence.

Qualifications

• 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.

Responsibilities

• 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 SLAs, operational 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 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.

Skills

Enterprise apps

AMS

Incident management

Vendor management

SRE principles

Education

Bachelor's degree in CS/IT

Tools

ITIL

Agile

SAFe

DevOps

Cloud

Job description

Sedgwick is seeking a senior leader to direct Application Tower Service Delivery, ensuring uptime and performance of critical enterprise applications. You will oversee RUN services, coordinate incident resolution, and drive improvements across incident/problem management and release readiness.

Requires 7+ years in IT, strong AMS, ITIL/SRE knowledge, and proven vendor management. Remote-friendly, with broad collaboration across business and technology teams to sustain operational excellence.