IT Service Delivery Manager

Senior App Dev & Support Manager

Responsibilities:

• Provides leadership to managers and senior professional staff
• Adapts and executes functional or departmental business plan
• Manages the activities of first-level managers, supervisors, and/or individual contributors
• Hire, mentor, and develop high-performing support and production control teams
• Manage support of EAS solutions hosted on-prem and on the cloud
• Remain flexible to changes in priorities with the ability to multi-task
• Implement automation to improve operational efficiency and reduce manual interventions.
• Maintain comprehensive runbooks, SOPs, and operational documentation.
• Use data-driven insights to identify trends, risks, and opportunities for continuous improvement
• Communicate operational status, risks, and improvement initiatives clearly to stakeholders
• Maintain runbooks, SOPs, and operational documentation to meet audit and compliance requirements.

Technical Skillset:

• Experience managing and mentoring a medium sized team
• Experience in metrics led optimization
• Experience in Incident Management and Problem Management
• Hands-on experience supporting large-scale enterprise applications in production environments.
• Exposure to core and IT auditing
• Knowledge of ITIL processes
• Exposure to cloud technologies

Qualifications:

• A University or college degree in a relevant discipline.
• ITIL Certification
• 5+ years experience in people management
• 10+ years experience in application support and production control
• Experience in leading teams in application support and helpdesk areas