Application Support Director
ROLE SUMMARY
The Application Support Director is responsible for continuous operations of all organization’s applications globally. This position utilizes IT Service Management processes to provide restoration of service, maximize application availability and performance, support and manage changes related to application releases and minor enhancements. The company’s application portfolio includes major consolidation of business services in SAP and approximately 350 Non-SAP applications.
RESPONSIBILITIES
- Direct management of internal application support analysts and Managed Service provider.
- Responsible for professional development and mentoring, establishing departmental objectives, prioritizing tasks and providing direction and guidance
- Provide leadership to support a 24×7, 365 day operation including on-call management rotation responsibility. Provide ITSM service operations utilizing ITIL processes embedded across the organization
- Drive problem management process to enable continuous improvement in application services, including effective problem solving to prevent incident recurrence
- Serve as escalation and customer advocate with business leadership
- Coordinate with the SAP functional teams and business for governance and effective delivery of enhancements
- Ensure precise financial controls of an $29M cost center, including annual budgeting, monthly forecasting, and variance management
- Maintain and report key performance indicators to support the balanced scorecards for the business and IT
SKILLS & KNOWLEDGE REQUIRED
- 10+ years of IT experience with 5+ years of experience in application development and/or operations experience, especially in a 24×7 operations
- 3+ years of leadership experience managing global teams
- Prior experience managing outsourced service providers
- Good knowledge of IT Service Management processes.
- ITIL v3 Certification preferred
- Excellent communication skills and fluency in English is a must. Additional languages a plus