Director, Applications Portfolio Management

This is a fully remote position, open to applicants in Alabama, +25 more states.

📋 Description

• Provide daily leadership and supervision for application support and RUN services within a designated application tower.

• Ensure the availability, reliability, performance, and operational sustainability of applications being supported.

• Implement service delivery processes and meet SLAs, operational metrics, and KPIs.

• Manage operational priorities and support actions to guarantee consistent service outcomes and business continuity.

• Coordinate incident resolution, service restoration, root cause analysis, and problem management across tower applications.

• Monitor application performance and operational health, proactively addressing service risks and issues.

• Foster continuous improvement aimed at enhancing application stability, service quality, operational efficiency, and user experience.

• Identify opportunities to minimize incidents, recurring defects, and operational risks through process optimization and automation.

• Ensure operational readiness for releases, enhancements, technology upgrades, and production deployments.

• Provide support for SRE, quality assurance, monitoring, and operational best practices.

• Establish performance metrics and operational dashboards.

• Oversee AMS providers and support vendor relationships.

• Monitor vendor performance against contracts, service levels, and operational objectives.

• Escalate concerns regarding service delivery, performance risks, and capacity limitations.

• Contribute to portfolio planning, demand forecasting, resource needs, and prioritization.

• Identify operational risks, dependencies, technical debt, and support challenges.

• Act as a primary escalation point for significant incidents and service disruptions.

• Collaborate with the Application Portfolio Lead on escalations, remediation strategies, and risk mitigation efforts.

• Support business continuity, disaster recovery, compliance, and operational resilience initiatives.

• Partner with business leaders, product teams, engineering, infrastructure, security, and technology stakeholders.

• Communicate service performance, operational risks, improvement initiatives, and support activities to leadership.

• Contribute to portfolio governance, operational reviews, and performance reporting.

• Support strategic initiatives and business transformation projects.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree from an accredited college or university in Computer Science, Information Technology, Information Systems, Business Administration, or a related field is required.

• At least seven (7+) years of progressively responsible experience in information technology is required, including application support, service delivery, application management, or technology operations.

• Preferred experience in leading application support teams, managing Application Management Services (AMS), and collaborating with managed service providers in a complex enterprise environment.

• Strong knowledge of enterprise applications, Application Management Services (AMS), and production support operations.

• Familiarity with ITIL disciplines including Incident, Problem, Change, Release, and Service Request Management.

• Experience managing application support teams, vendors, and service delivery operations.

• Strong understanding of service level management, operational metrics, and performance reporting.

• Proven experience driving application stability, incident reduction, and continuous improvement initiatives.

• Familiarity with Site Reliability Engineering (SRE), monitoring, automation, and operational excellence practices.

• Ability to identify and manage operational risks, dependencies, and escalations effectively.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Excellent organizational skills with the capability to manage multiple priorities and competing demands.

• Strong verbal and written communication skills, enabling effective communication with both business and technology stakeholders.

• Ability to cultivate collaborative relationships across business, technology, and vendor organizations.

• Strong decision-making, leadership, and stakeholder management skills.

• Willingness to travel as necessary.

🏝️ Benefits

• Work-life balance.

• Caring culture.

• Career growth opportunities.

• Reasonable accommodations.

• Equal Opportunity Employer.

• Drug-Free Workplace.