ITSM Service Delivery Leader

Next Level Business Services Inc.; United States; Presencial; USD 150.000 - 210.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Descripción del empleo

We are looking for a hands-on ITSM & Application Service Delivery Leader to bring structure, operational discipline, and scalability to a rapidly growing technology environment.

This is a leadership role for someone who has personally led application support or application managed-services operations and can balance strategic operating-model design with hands‑on execution. The ideal candidate will build robust ITSM practices, strengthen service delivery, improve application reliability, and lead distributed teams supporting both Client internal platforms and services delivered to external insurance clients.

Key Responsibilities

• 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.

Required Experience & Qualifications

• Proven experience leading application support, application 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 the operational demands of supporting insurance technology platforms and client‑facing services.
• Demonstrated expertise across core ITSM processes, including Incident, Request, Problem, Change, and Release Management.
• Experience managing SLAs, ticket queues, escalations, operational KPIs, and service governance.
• Working knowledge of observability, application performance monitoring, production support, and deployment management.
• A track record of reducing recurring incidents, addressing technical debt, improving service reliability, and driving automation.
• Experience leading geographically distributed, cross‑functional teams across support, development, and delivery.
• Ability to operate at both strategic and tactical levels, designing the framework while remaining accountable for operational outcomes.

What Success Looks Like

• A structured, scalable, and consistently executed application service delivery model.
• Improved SLA performance, application stability, and customer satisfaction.
• Reduced recurring incidents and faster issue resolution.
• Predictable, well‑governed releases and deployments.
• Greater automation, proactive monitoring, and operational efficiency.
• Clear accountability across internal platform operations and external client service delivery.

Who Should Apply?

We are seeking a proven application services leader who combines strong ITSM fundamentals with real‑world production support experience, insurance-domain knowledge, and the ability to scale operations without compromising service quality.