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.

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service managementservice deliveryvendor managementproject managementRPAAIoperational processesquality controldata qualityagile processes

Soft Skills

leadershipcommunicationcollaborationproblem-solvingorganizational skillsperformance monitoringstrategic thinkingstakeholder engagementcontinuous improvementpresentation skills

Certifications

Bachelor's degree in computer scienceITIL certificationAgile certificationScrum certification