Global Application Support Delivery Lead

Citi; Jacksonville (TX); Hybrid; USD 141,000 - 212,000; Full time

Benefits offered by this job

Hybrid working model

High-impact leadership

AI learning opportunities

Competitive compensation

Wellbeing programs

Job summary

Citi in Jacksonville, FL seeks an Application Support Delivery Manager to own end-to-end support operations for enterprise portfolios in a globally scaled environment. You will lead incident, problem, and knowledge management, govern vendors, plan capacity, and drive service improvements, reporting to senior stakeholders.

Hybrid work, leadership in a top financial institution, and opportunities to adopt AI tools to enhance team effectiveness.

Qualifications

• 10+ years of experience leading application support functions in a large tech environment.
• Experience managing incident, problem, and knowledge management at enterprise scale.
• Strong financial/program management with metrics-driven decisions.
• Experience overseeing third-party vendors and offshore providers.
• Ability to identify cost reductions and drive efficiency across portfolios.
• Confident in communicating with senior leaders and aligning stakeholders.
• Commitment to risk and compliance standards.

Responsibilities

• Lead multiple application support initiatives, including people management, performance evaluations, recruitment, and development.
• Oversee end-to-end support delivery: incident, problem, and knowledge management, driving service improvements.
• Ensure compliance, timekeeping accuracy, and governance to meet service standards.
• Own the financial program for the support function, tracking resource efficiency and performance.
• Manage third-party vendors and offshore providers, ensuring contractual accountability.
• Define a capacity framework to maintain enterprise-scale reliability.
• Present operational data and insights to business partners for decision-making.
• Establish onboarding standards and work with development teams to embed stability.

Skills

Application support leadership

Incident management

Problem management

Knowledge management

Vendor management

Finance & budgeting

Strategic thinking

Senior stakeholder communication

Risk & compliance

Education

Bachelor's degree or equivalent university-level education

Tools

AI tooling familiarity

Job description

Citi in Jacksonville, FL seeks an Application Support Delivery Manager to own end-to-end support operations for enterprise portfolios in a globally scaled environment. You will lead incident, problem, and knowledge management, govern vendors, plan capacity, and drive service improvements, reporting to senior stakeholders.

Hybrid work, leadership in a top financial institution, and opportunities to adopt AI tools to enhance team effectiveness.