Regional Applications Operations Manager

Role Overview

• Lead and guide vendor teams to ensure optimal support levels and cost-efficient operations.
• Serve as the main point of contact between the organization and its service providers, ensuring all SLAs (Service Level Agreements) are met.
• Enhance operational management systems, processes, and best practices.
• Collaborate with relevant Business Unit stakeholders on daily operational activities across various domains, including Finance, HR, Digital, Marketing, and Process Improvement.
• Identify automation opportunities via using RPA / AI.
• Lead AMER application service delivery, provide performance metrics, and drive continuous process improvements.
• Monitor and improve AMS performance, ensuring timely tracking and proactive responses to potential issues.
• Report on application management performance specific to the Business Unit(s) in the AMER region.
• Work closely with vendors to ensure appropriate staffing levels and resource optimization.
• Develop, implement, and improve operational processes for service delivery, focusing on efficiency, scalability, and cost-effectiveness.
• Ensure compliance with relevant policies, procedures, and regulatory standards.
• Engage in regular service reviews with internal stakeholders and vendors, ensuring services are delivered in line with business expectations.
• Create and present regular service performance reports to senior management, outlining key metrics, challenges, and improvement plans.
• Implement quality control measures and monitor production KPIs.
• Introduce innovative strategies to enhance the quality-of-Service Delivery.
• Ensure data quality across Service Management and Application Architecture platforms.
• Integrate monitoring tools into operational procedures to enhance oversight and control.
• Harmonize operational governance across application management suppliers.
• Embed agile processes into the application operational governance framework.

Requirements

• Bachelor’s degree in computer science
• 7+ years of experience in IT service management, focusing on service delivery and vendor management.
• At least 5 years’ experience in project management is required.
• At least 5 years, proven experience managing outsourced vendors and ensuring SLAs are met.
• ITIL certification is required.
• Certified in Agile and Scrum methodologies required.

Tech Stack

• ITSM
• RPA

Benefits

• Health Care benefits: Medical, Dental, Vision; wellness incentives
• Retirement benefits
• Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account
• Tuition Assistance