Insurance ITSM & Application Delivery Leader

Next Level Business Services Inc.; United States; In loco; USD 150.000 - 210.000; Tempo pieno

Descrizione del lavoro

Next Level Business Services Inc. seeks an ITSM & Application Service Delivery Leader to bring structure, operational discipline, and scalability to a rapidly growing technology environment.

This leadership role requires hands-on experience in application support or managed services, with a proven ability to balance strategic operating-model design with execution. You will lead distributed teams supporting client platforms and external insurance clients.

Competenze

• Proven experience leading application support, managed services, or application service delivery in a hands-on leadership capacity.
• Mandatory prior/recent experience with Insurance Domain.
• Strong understanding of the insurance industry, including operational demands of supporting insurance technology platforms and client-facing services.
• Demonstrated expertise across ITSM processes including Incident, Request, Problem, Change, and Release Management.
• Experience managing SLAs, ticket queues, escalations, operational KPIs, and service governance.
• Experience leading geographically distributed, cross-functional teams across support, development, and delivery.

Mansioni

• ITSM & Operational Governance: Establish and continuously improve Incident, Request, Problem, Change, and Release Management processes.
• Application Support & Managed Services: Lead day-to-day application support operations, ensuring service quality, stability, responsiveness, and accountability.
• Service Performance: Drive ticket triage, prioritization, SLA adherence, escalation management, service reviews, and operational reporting.
• Release & Deployment Management: Strengthen release planning, deployment coordination, change controls, and production readiness.
• Monitoring & Observability: Implement proactive monitoring, APM, and observability practices to identify and resolve issues before they affect business operations.
• Reliability & Business Continuity: Improve application performance, resilience, availability, and business continuity readiness.
• Continuous Improvement: Identify technical debt, eliminate recurring incidents, reduce operational inefficiencies, and drive automation.
• Leadership & Collaboration: Lead and collaborate with distributed support, development, and delivery teams to establish clear ownership and consistent execution.
• Operating Model Development: Build scalable support structures, define roles and responsibilities, establish operational metrics, and embed a culture of continuous service improvement.

Descrizione del lavoro

Next Level Business Services Inc. seeks an ITSM & Application Service Delivery Leader to bring structure, operational discipline, and scalability to a rapidly growing technology environment.

This leadership role requires hands-on experience in application support or managed services, with a proven ability to balance strategic operating-model design with execution. You will lead distributed teams supporting client platforms and external insurance clients.