Application Managed Services Lead

• Working and thinking level equivalent to master's degree or equivalent combination of education and experience
• Experience with service strategy and in designing and implementing Service Integration and Management (SIAM) solutions.
• Experience working with risk and control frameworks (e.g., SoX, COBIT) and ITIL Service Management processes.
• Experience supporting cross-border operations.
• Senior IT Leadership: 10+ years of experience in relevant business and/or IT roles, with at least 5 - 7 years as a senior service or delivery management position
• External Provider Management: Experience managing external IT service provider contracts and vendor relationships.

As our IT Application Managed Services Lead you act as the IT Service Owner for all Application Managed Services, bridging the demand of the business for IT Services with the delivery of activities as agreed upon by contract with third-party service providers. The Application Managed Services Lead shapes efficient structures and processes in a high performing organization with business stakeholders, IT and Service Providers to achieve operational excellence, and assures the availability, performance and security of IT business services, conform SLA from inception to retirement.

Your responsibilities include:

• Leading all ITIL processes (incident, problem, change), being responsible for the full service portfolio including lifecycle management and formally accepting new and changed IT services into the operational landscape.
• Owning and governing managed service contracts, running service performance reviews (QBRs), managing commercials and functionally managing (steering) the service managers of the external service providers
• Ensuring licenses are optimized, controlling and managing the financial budget per service, and initiating cost-saving improvements
• Acting as the central point of contact for the service provider, aligning and partnering with Value Streams/Domains and managing the relationship with business stakeholders (Information Officers, BPOs, Key Users) to channel demand
• Developing a long-term roadmap for services, using operational data to provide insights on performance and driving improvements to Standard Operating Procedures (SOPs)
• Leading the Delivery Management competence center and acting as the people leader for the run teams

The following skills will be assessed during interviews, covering:

Technical / functional skills

• Stakeholder & Relationship Management: Proven ability to manage complex stakeholder fields across business, IT, and external vendors
• Strategic Service Planning: Proven experience with service strategy, service portfolio management, and roadmap development
• Change Leadership: Strong leadership capabilities to drive process adherence and continuous improvement with matrixed teams and external partners
• ITIL Service Management: Deep, practical experience with ITIL processes (incident, problem, change, capacity, continuity management)
• Service Integration & Management (SIAM): Proven experience in designing and implementing SIAM solutions to manage multi-supplier environments

Behavioral / leadership skills

• Ensures accountability: Holds self and others accountable to meet commitments
• Optimizes work processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement
• Communicates effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Instills trust: Gains the confidence and trust of others through honesty, integrity, and authenticity
• Develops talent: Develops people to meet both their career goals and the organization's goals