Sr. Associate Supplier Management

Job Title: Sr. Associate Business Operations Supplier Management (L4) Production Application Support/Application Run Management

Position Summary
Manager, Production Application Support/Application Run Management is responsible for leading a team that delivers reliable, high-quality support for production applications across L1, L2, and L3 tiers. This role ensures effective incident and service request resolution, manages supplier performance and contracts, and drives operational excellence through SLA oversight, reporting, and continuous improvement. The manager serves as a key escalation point and communicates effectively across all levels of the organization.

• Lead and oversee day-to-day production application support across L1, L2, and L3 teams
• Ensure timely resolution of incidents, service requests, and problem records
• Drive root cause analysis and implement preventive measures
• Maintain high system availability, performance, and reliability

• Serve as the primary escalation point for complex or high-impact incidents
• Coordinate cross-functional teams to resolve critical issues
• Ensure adherence to incident management and service request processes
• Oversee prioritization, triage, and resolution workflows

• Manage third-party suppliers providing application support services
• Monitor supplier performance against SLAs and contractual obligations
• Conduct regular performance reviews and drive corrective actions as needed

• Oversee contract lifecycle activities, including support onboarding, renewals, amendments, and offboarding
• Serve as the administrator for the ServiceNow Contract Change Request (ARM) module
• Ensure contract changes are properly documented, approved, and implemented through the ARM workflows in a timely manner
• Conduct monthly invoice audits with suppliers for all application support activities

• Track, and report on SLAs, KPIs, and operational metrics
• Provide regular performance reports to stakeholders and leadership
• Identify trends and implement improvements to meet or exceed targets

• Communicate effectively with technical teams, business stakeholders, and senior leadership
• Provide clear updates on incidents, risks, and operational performance
• Facilitate meetings, reviews, and governance forums

• Lead, mentor, and develop a team of support professionals
• Foster a culture of accountability, collaboration, and continuous improvement
• Ensure appropriate staffing, training, and resource planning

• Bachelors degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Proven experience managing application support teams (L1/L2/L3) in a production environment
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience managing suppliers and service delivery contracts
• Familiarity with ServiceNow (including contract/change request modules)
• Demonstrated ability to manage escalations and high-pressure situations
• Excellent communication and stakeholder management skills

• Operational excellence and process improvement
• Analytical thinking and problem-solving
• Vendor and contract management
• Effective communication across all organizational levels

• SLA compliance and service performance metrics
• Reduction in incident volume and repeat issues
• Supplier performance and accountability
• Stakeholder satisfaction
• Timely and accurate contract administration