Service Delivery, AMER Apps Lead

Country:

Location:

Flexible worX:Remote work 20-25%

Profile:Individual contributor.

Work schedule:7:00 - 16:00 hrs, Mon - Fri.

ABOUT THE ROLE
Reporting into Global Application Operations, the AMER Regional Application Operations Manager is responsible for ensuring the stability, availability, and performance of all AMER region-specific digital platforms. This includes overseeing the management of partners and vendors to provide the best digital experiences for customers and internal stakeholders based on the Business Unit(s) requirements. The role governs all processes and procedures that deliver change to these platforms, focusing on minimizing incidents, reducing operational risks, and ensuring the agility required to support strategic goals. This role is critical in bridging the gap between business needs and Application service capabilities, ensuring efficient and high-quality service delivery, and proactively addressing any issues that arise.

The AMER Regional Application Operations Manager will focus on ensuring customer satisfaction, maintaining operational performance, and improving service delivery processes while aligning with the organization’s strategic objectives, offering insights into supplier performance ensuring a proactive approach to issue resolution.

COMPETENCIES:

• Strong relationship management skills, with a focus on collaboration and partnership with vendors and stakeholders.
• Ability to drive performance and accountability among service providers.
• Excellent problem-solving and decision-making skills with a focus on operational excellence.
• Critical thinking and problem-solving abilities.
• Broad technical proficiency across ERPs, CRMs, and digital platforms.
• Ability to drive creative and effective solutions for complex challenges.
• Excellent oral and written communication skills with the ability to engage with all organizational levels.

RESPONSIBILITIES:

• Lead and guide vendor teams to ensure optimal support levels and cost-efficient operations.
• Serve as the main point of contact between the organization and its service providers, ensuring all SLAs (Service Level Agreements) are met.
• Enhance operational management systems, processes, and best practices.
• Collaborate with relevant Business Unit stakeholders on daily operational activities across various domains, including Finance, HR, Digital, Marketing, and Process Improvement.
• Lead AMER application service delivery, provide performance metrics, and drive continuous process improvements.
• Monitor and improve AMS performance, ensuring timely tracking and proactive responses to potential issues.
• Report on application management performance specific to the Business Unit(s) in the AMER region.
• Work closely with vendors to ensure appropriate staffing levels and resource optimization.
• Develop, implement, and improve operational processes for service delivery, focusing on efficiency, scalability, and cost-effectiveness.
• Ensure compliance with relevant policies, procedures, and regulatory standards.
• Engage in regular service reviews with internal stakeholders and vendors, ensuring services are delivered in line with business expectations.
• Create and present regular service performance reports to senior management, outlining key metrics, challenges, and improvement plans.
• Implement quality control measures and monitor production KPIs.
• Introduce innovative strategies to enhance the quality-of-Service Delivery.
• Ensure data quality across Service Management and Application Architecture platforms.
• Integrate monitoring tools into operational procedures to enhance oversight and control.
• Harmonize operational governance across application management suppliers.
• Embed agile processes into the application operational governance framework.

QUALIFICATIONS & EXPERIENCE:

• Bachelor's degree in computer science or a related field is required; desired Master's degree.
• 5-7 years of experience in IT service management, focusing on service delivery and vendor management.
• Proven experience managing outsourced vendors and ensuring SLAs are met.
• ITIL certification is required.
• Experienced in Agile and SCRUM methodologies, required.
• Experience in managing large-scale, cross-functional projects or services is preferred.
• Project management experience is required.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Job Applicant's Privacy Notice:

Click on this link to read the Job Applicant's Privacy Notice