• Application Service Delivery Operations Lead

    Job Locations US-MI-Detroit
    Requisition ID
    2018-31607
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

    The Application Service Delivery Operations Manager will be responsible for the availability of all applications. This also encompasses initial deployment, through releases, platform upgrades, component refresh cycles etc. and decommission or replacement for a specific suite of applications.  Responsibilities also include end to end service availability and meeting business requirements for performance whilst ensuring compliance and production costs control. In addition, this performer will work directly with the Service Management Director in Detroit on a host of service improvement initiatives.  This job will have no direct people care, however, informal leadership and collaboration are critical skill sets.

    Responsibilities

    • Manage end to end availability for relevant applications and supporting infrastructure components :
      • Work with relevant Release Manager(s) to ensure defect & bug fixes, non-functional system changes, patches and upgrades are prioritized and planned into block releases and deployed in an efficient and timely manner.
      • Identify areas of risk to the relevant application services. Manage mitigation activities and escalate as appropriate.
      • Review all Changes and Releases ready for approval into Pre production and then to Production
      • Manage all Major Incidents for relevant applications during the business day.
      • Take part in the team callout rotation to manage Major Incidents outside of the business day as required
      • Lead the  Service Delivery teams (external and internal) to ensure operational SLA compliance
      • Work with executive leadership to ensure success of various initiatives including but not limited to: new markets, new products and M&A
      • Adhere to the Problem Management Process by ensuring agreed RCA’s are delivered by the Service Delivery teams and subsequent PAIs are managed through to completion.
      •  Contingency management for the relevant applications ensuring :
        • Backup and recovery valid and up to date
        • Manage Disaster Recovery  testing  with suppliers and business partners and keep documentation up to date in line with the application classification
        • Raise security exceptions for any non- compliance
      • Ensure scheduled health checks are carried out such as:
        • Service validation
        • Batch process complete
        • BCVs, backups are completed
      • Work with Architecture to manage currency of all elements including Software support and levels, certificate and licenses
    • Work with Project and Release Managers to ensure completion of Service Acceptance Criteria before providing approval for Checkpoint 4.
    • Work with Relationship managers, Application owners, Release managers, Architects and Business analysts to establish a schedule of change and agree application governance.
    • Track and manage the  application through appropriate KPIs and Measures for monthly review
    • Identify improvement opportunities such as reduce application maintenance & sustain costs
    • Manage Compliance and Audit requests for managed applications as required.
    • Ensure resultant actions are completed in the timescales given.
    • Act as primary contact for all internal and external audits within application remit
    • Partner with NA infrastructure teams for TSA and BAU projects
    • Corporate systems integration and transformation
    • Service management integration and  Transformation
    • Audit/Compliance integration and transformation

    Qualifications

     

    Experience:

     

    • 5 years’ experience in Application Service Delivery ideally managing financial & compliance tools
    • Experienced with outsourced and insourced delivery model
    • ITIL Foundation V3 essential
    • ITIL Service Management qualification preferred.

    Skills and Knowledge:

    • Strong communication and influencing skills
    • Negotiation and conflict resolution skills
    • Solid understanding of technology such as Unix, Windows, Oracle Financials, SAP
    • Specialization in management information systems and/or Computer Science would be highly desirable

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