Lead, Enterprise Applications (Service Delivery Lead / Tower Lead)

• Lead, mentor, and develop a team of 10–15 Senior Application Support Analysts, providing performance management, coaching, and career development
• Establish clear accountability models, roles, and operational expectations across the application support tower
• Foster a culture of service excellence, continuous improvement, and operational ownership
• Act as the senior escalation point for complex technical, operational, and service-delivery issues
• Own end-to-end service delivery for assigned enterprise application towers, including incident, problem, change, and service request management
• Ensure consistent adherence to ITIL/ITSM processes, operational runbooks, and service governance frameworks
• Monitor service health through KPIs, trends, risk indicators, and proactive problem management
• Drive achievement of SLAs, OLAs, and client-defined performance targets
• Serve as the primary client-facing service delivery leader for in-scope applications
• Partner with client leadership, Delivery Directors, Project Managers, and vendors to align operational delivery with business priorities
• Lead service reviews, operational governance forums, and executive-level discussions related to service quality, risk, and performance
• Provide clear, concise communication on incidents, risks, dependencies, and remediation plans
• Provide leadership oversight for Level 2 and Level 3 support, including root cause analysis and corrective/preventive actions
• Oversee application upgrades, patches, releases, and vendor-led support activities
• Ensure application documentation, inventories, knowledge bases, and operational procedures are accurate and current
• Ensure compliance with client security, privacy, audit, and enterprise architecture standards
• Support and lead governance activities including audits, access reviews, risk assessments, and control attestations
• Ensure services align with enterprise standards, regulatory requirements, and contractual obligations
• Identify, assess, and actively manage operational risks across the application portfolio
• Contribute to service governance models, escalation frameworks, and operational maturity roadmaps
• Provide senior operational leadership and oversight for projects transitioning into production
• Support project scoping, estimation, resourcing, quality assurance, and operational readiness
• Ensure SDLC, change management, and release governance requirements are met
• Coordinate and approve production changes and maintain forward schedules of change
• Lead initiatives focused on service optimization, automation, standardization, and productivity improvements
• Drive root cause analysis, lessons learned, and process refinement to improve service resilience
• Partner with internal teams and clients to mature service delivery practices and operational capabilities
• Contribute to broader enterprise and account-level improvement initiatives

• 10+ years of progressive experience in enterprise IT operations, application support, or service delivery leadership
• Demonstrated experience managing large, complex application portfolios in regulated or enterprise environments
• Proven people-leadership experience managing senior technical teams (10+ resources)
• Strong background in ITIL / ITSM-based service management
• Experience working closely with executive-level clients and senior stakeholders
• Hands-on experience supporting projects, SDLC governance, and production change management
• Strong analytical, risk-management, and problem-solving skills
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related discipline (or equivalent experience)
• ITIL certification (required or strongly preferred)
• Additional certifications in project management, service management, governance, or enterprise systems are an asset

Additional certifications in project management, service management, governance, or enterprise systems are an asset