Head of Application Service Delivery

UK-High Wycombe
Requisition ID
Employee Type
Contingent Worker
Information Technology


The Head of Application Service Delivery is responsible for all aspects of the Application Service Operations. This encompasses responsibility for the availability and performance of all Business Services whilst ensuring compliance and production costs control.



  1. Responsible for the Service Design and implementation of all IT application services - Design and manage a sustainable support model balancing insource and outsource strategies, costs and adherence to business requirements.
  2. Responsible for the Availability of business services provided by the centralised and regional application teams in Latin America, Brazil, and Europe.
  3. Responsible for the people and task management of the Application Service Delivery managers.
  4. Responsible for the Operational content of all 3rd party contracts that relate to Service Delivery ensuring adherence to Service Design for Business requirements.
  5. Manage global IO sustain contracts on an ongoing basis ensuring vendor adherence to key SLAs.
  6. Provide Process Governance for the IT Application Disaster Recovery and the Warranty process.
  7. Responsible for ensuring Service Transition from Projects into Operations: Ownership of the Service Acceptance Criteria, Ownership of the Warranty Process
  8. Monitor and track application related Incidents, Problems and Changes, ensuring adequate business and stakeholder communications.
  9. Manage the forward schedule of change relating to applications ensuring conflicts are resolved by working with key stakeholders such as Country Managers, IT Application owners, Release managers, Project Managers, Architects and Business analysts.
  10. Manage and track Application Disaster Recovery tests ensuring all documentation is fully complete.
  11. Certificate and license management ensuring compliance
  12. Work with the Programme office and the individual project managers to ensure projects can be delivered into production and maintained
  13. Identify improvement opportunities such as reduce application costs or improve process efficiencies.
  14. Receive and manage all audit requests into IT (internal and external) ensuring responses are achieved in a timely manner.
  15. Ensure all agreed audit action plans are managed through to completion to time.
  16. Manage Complaince for all applications to time, ensuring all resultant actions are completed as agreed.


  • Experienced in  working within an IT Operations environment
  • Experience in managing large outsourcing contract in a global corporation
  • Degree qualified preferred
  • ITIL V3 foundation qualified essential
  • ITIL V3 Expert qualified desirable


Skills and Knowledge:

  • Relevant experience in managing IT operations and/or Application Service Delivery teams ideally in Financial Services
  • People management
  • Outsourced delivery models
  • Negotiation and conflict resolution skills
  • Communication skills
  • Cost and budget management
  • Solid understanding of IT technologies such as UNIX, windows, Oracle.
  • Specialization in management information systems and/or Computer science would be highly desirable
  • Service Management tools such as ServiceNow.


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