Applications Service Delivery Manager

Join our dynamic Global Tech, Data & Digital team as we spearhead a transformation journey focused on accelerating and improving Service optimization and Tech efficiency.

We're seeking an Applications Service Delivery Manager to play a pivotal role in implementing initiatives aimed at Tech, Data & Digital Transformation. Your primary responsibilities will include managing the RUN operations globally from GBS perspective and transition of applications from regions to a central support model. You will work with global partners to ensure contractual obligations are delivered to the accepted levels and be the focal point for all the regions for smooth delivery of objectives from an applications perspective. The position will serve as a key operational link between service partners, regional application teams, and business stakeholders. If you're passionate about transforming Tech, Data & Digital Information and making a positive impact on a global scale, we invite you to join us on this exciting journey.

We seek an individual with a blend of energy, expertise, experience, and determination to successfully navigate this journey with the utmost quality.

Join our dynamic Global Tech, Data & Digital team as we spearhead a transformation journey focused on accelerating and improving Service optimization and Tech efficiency.

We're seeking an Applications Service Delivery Manager to play a pivotal role in implementing initiatives aimed at Tech, Data & Digital Transformation. Your primary responsibilities will include managing the RUN operations globally from GBS perspective and transition of applications from regions to a central support model. You will work with global partners to ensure contractual obligations are delivered to the accepted levels and be the focal point for all the regions for smooth delivery of objectives from an applications perspective. The position will serve as a key operational link between service partners, regional application teams, and business stakeholders. If you're passionate about transforming Tech, Data & Digital Information and making a positive impact on a global scale, we invite you to join us on this exciting journey.

We seek an individual with a blend of energy, expertise, experience, and determination to successfully navigate this journey with the utmost quality.

Main objectives and expectations:

• Manage application transitions across regions and provide overall governance for RUN service delivery activities
• Coordinate day-to-day service operations with regional application teams and strategic partners
• Track service levels, operational KPIs, customer reports, incidents, problems, and corrective actions
• Own operational escalations, facilitate root cause analysis, and ensure timely resolution and stakeholder communication
• Monitor transition plans, risks, dependencies, readiness criteria, and service acceptance
• Ensure vendors meet contractual commitments, service levels, and quality expectations
• Facilitate operational governance meetings with vendors, regions, business stakeholders, PMO, and VMO teams
• Drive service improvement, automation, standardization, and productivity initiatives
• Maintain service documentation, operating procedures, support models, and knowledge management practices
• Support demand forecasting, resource coordination, and capability development
• Promote collaboration and consistent service delivery practices across regional teams
• Ensure compliance with quality, IT security, change management, and operational governance requirements

Required Skills:

• Engineering degree
• 12+ years of proven experience in Transition and Service Delivery of Applications portfolio, project management and project coordination within a large IT organization
• Proven strong track record with a minimum of 5+ years’ experience in managing RUN service delivery
• Proven experience of managing partners for large transitions and service delivery
• Strong experience in driving service optimization
• Strong knowledge of ITIL processes, service level management, incident management, problem management, change management, and continuous improvement practices
• Experience with enterprise technologies such as SAP, Salesforce, CRM, Microsoft platforms, and cloud services
• Working knowledge of waterfall and agile delivery methodologies
• Ability to manage competing priorities, operational pressure, and executive-level escalations
• Preferable to have PMP, ITIL, Cloud certifications