Strategic Application Support & Delivery Leader

Jobtailor; Town of Florida (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Jobtailor in New York is seeking a seasoned leader to head application support, overseeing incident, problem, and knowledge management while driving service quality and governance across a complex technology environment.

You will partner with development teams to embed stability into new services, manage budgets, and translate performance data into strategic decisions. A Bachelor’s degree is required; Master’s is beneficial, with strong commercial awareness and leadership capabilities.

Qualifications

• 10+ years experience leading application support functions within a large, complex technology environment.
• Full accountability for teams, budgets, and service outcomes.
• Hands-on experience managing incident, problem, and knowledge management practices at enterprise scale.
• Track record of improving service quality and operational efficiency.
• Financial and program management capability.

Responsibilities

• Lead multiple application support initiatives across people management, including performance evaluation, compensation decisions, recruitment, and team development.
• Manage end-to-end application support delivery across incident, problem, and knowledge management.
• Drive measurable improvements in service quality and end-user efficiency.
• Oversee compliance, timesheet accuracy, and delivery governance.
• Ensure teams proactively meet agreed service standards.
• Own financial program management for the support function.
• Track resource efficiency, testing progress, and operational performance metrics.
• Use metrics to inform budgetary and strategic decisions.
• Manage third-party vendors and offshore managed service providers.
• Hold providers accountable to contractual expectations and service level agreements.

Skills

Leadership

Budget management

Stakeholder communication

Incident management

Vendor management

Education

Bachelor's degree

Master's degree (Beneficial)

Tools

AI Tooling

Emerging Technologies

Job description

Jobtailor in New York is seeking a seasoned leader to head application support, overseeing incident, problem, and knowledge management while driving service quality and governance across a complex technology environment.

You will partner with development teams to embed stability into new services, manage budgets, and translate performance data into strategic decisions. A Bachelor’s degree is required; Master’s is beneficial, with strong commercial awareness and leadership capabilities.