Service Delivery Operations Lead - Apps & EUS
- Provide senior operational leadership across business applications and End User Services.
- Own service stability and operational performance for business-critical technology services.
- Drive continuous improvement and automation in service delivery.
Service Delivery Operations Lead - Apps & EUS
Position Summary
The Staff Tech Ops Lead provides senior operational leadership across business applications, Service Delivery Management (SDM) and End User Services (EUS).
The role owns service stability, operational performance, supportability and continuous improvement across business-critical technology services. Working closely with Global Technology, Engineering, Project and Business teams, the role will establish scalable support models that improve service quality and enable continued business growth.
The role combines strategic leadership with operational execution, ensuring effective incident management, operational readiness, automation and a strong end-user technology experience.
Key Responsibilities
Application Support & Service Delivery
- Own operational outcomes for business-critical applications and services.
- Act as a senior escalation point for major incidents and business-impacting issues.
- Lead Incident, Problem, Change and Service Request management.
- Establish proactive support models that improve stability and reduce recurring incidents.
- Partner with Engineering and Development teams to improve application supportability, monitoring and resilience.
- Drive service reporting, operational governance and performance management.
End User Services
- Provide leadership and governance across End User Services.
- Improve the overall associate technology experience and support responsiveness.
- Develop scalable support models aligned to business growth.
- Drive improvements in knowledge management, self-service and support processes.
- Partner with business stakeholders to translate user needs into technology improvements.
Operational Readiness & Transition
- Establish operational acceptance criteria for new applications and technology services.
- Ensure appropriate documentation, monitoring, ownership and support processes are in place before go-live.
- Lead the transition of new services from projects into BAU.
- Reduce dependency on Engineering, Development and Project teams for ongoing operational support.
Continuous Improvement & Automation
- Lead Continuous Service Improvement across Applications and EUS.
- Identify opportunities to automate repetitive processes and reduce manual effort.
- Use service metrics, incident trends and user feedback to drive improvements.
- Promote modern service management, DevSecOps and proactive support practices.
Stakeholder & Vendor Management
- Build strong relationships with business and technology stakeholders.
- Manage key vendors and managed service providers, driving performance and accountability.
- Represent operational requirements within Global Technology forums.
- Provide clear communication and leadership during major incidents and critical business periods.
What Success Looks Like
- Improved application stability and service quality.
- Faster resolution of major incidents.
- Reduced recurring incidents and manual support effort.
- Improved end-user satisfaction.
- Strong operational readiness and successful project-to-BAU transitions.
- Increased automation and self-service.
- Strong vendor performance and accountability.
- A scalable operating model capable of supporting continued business growth.
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Skills
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