Minor Hotels Europe and Americas

Service Delivery Manager – Application Maintenance Support Lead

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $93,800 - $209,580 per year

Job Level

Senior

About the role

  • Lead the Application Maintenance (AM) Support function for client’s US Market
  • Oversee core ITIL processes including incident management and problem management
  • Ensure 24/7 support availability for Major Incident Management (MIM) and urgent management requests or escalations
  • Partner with client’s Technology Support Senior Director, Directors, and Capgemini Engagement Managers to strategize delivery
  • Collaborate closely with the Offshore Support Leader to align on strategic direction and day-to-day operations
  • Represent support functions in Quarterly Business Reviews (QBRs), showcasing wins, scope changes, and strategic goals
  • Define and refine support processes and protocols to ensure clarity and alignment across all stakeholders
  • Drive continuous improvement initiatives across support operations
  • Spearhead initiatives under the Proactive Support Team
  • Coordinate development ideas and identify enhancement opportunities to improve service delivery
  • Manage coordination across multiple towers including deployment, restaurant technology, and solution readiness
  • Lead escalation handling and critical care actions to ensure timely resolution

Requirements

  • Application Maintenance (AM) Support experience
  • Major Incident Management (MIM) knowledge
  • Familiarity with ITIL processes
Benefits
  • Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
  • Company paid holidays
  • Personal Days
  • Sick Leave
  • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
  • Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
  • Life and disability insurance
  • Employee assistance programs
  • Other benefits as provided by local policy and eligibility

Applicant Tracking System Keywords

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

Hard skills
Application Maintenance SupportMajor Incident ManagementITIL processes
Soft skills
leadershipcollaborationstrategic planningcommunicationcontinuous improvement