• Application Service Delivery Manager

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

    The Application Service Delivery Incident Manager will be responsible for end to end management of all GMFIO major incidents. This will be a role critical to operational excellence in the new GMFIO support model. Communication, leadership and collaboration are necessary skill sets in dealing with a variety of support organizations.


    The Incident Manager has primary accountability for:

    • Driving the efficiency and effectiveness of the incident management process
    • Producing management information, including KPIs and reports
    • Monitoring the effectiveness of incident management and making recommendations for improvement
    • Developing and maintaining the incident management system
    • Reviewing and auditing the process
    • Driving, developing, managing and maintaining the major incident process and associated procedures The Incident Manager will assist the GMFIO delivery teams in a host of additional functions including but not limited to:
    • Manage end to end availability for relevant applications and supporting infrastructure components :
      • Work with SDM and 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. Help SDM manage mitigation activities and escalate as appropriate.
      • Work with SDM teams to ensure all changes that are required due to a major incident are appropriately implemented into Pre production and then to Production when applicable
      • Work with the SDM on all Major Incidents relevant to GMFIO business with a focus on application availability.
      • Coordinate with the SDM (Service Delivery Manger) team and maintain the team callout rotation to manage Major Incidents outside of incident managers
      • Partner with 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.
      • Assist SDM’s with 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 and identify areas of improvement where appropriate.
      • Work with Service Delivery, Project and Release Managers to ensure completion of Service Acceptance

    Criteria for operational readiness:

    • Track and manage the  application through appropriate KPIs and Measures for monthly review
    • Identify improvement opportunities such as reduce application maintenance & sustain costs
    • Assist with 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:
    • Integration/transformation into NA shared services
    • Incident management/ Incident escalation
    • Problem ownership/ preventative actions
    • Transparency and process adherence



    • 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:

    • Solid ServiceNow experience and fundamentals
    • Strong troubleshooting skills
    • Strong communication and influencing skills
    • Negotiation and conflict resolution skills
    • Sense of urgency in approaching incidents.
    • Solid understanding of technology such as Unix, Windows, Oracle Financials, SAP
    • Specialization in management information systems and/or Computer Science would be highly desirable


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.