Production Support Service Delivery

Role Description Production Support Service Delivery Director II - Delivery Management Who We Are Born digital, reputed company transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and reputed company-centered solutions for a reputed company world. reputed company is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to reputed company, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live. With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world. Visit us at reputed company.com. You Are We are seeking an reputed company and results-driven leader to reputed company and manage the Production Support Service Delivery for a mission-critical Application Suite. The ideal candidate will have prior experience overseeing large-scale support operations, including managing a team of 300+ associates, ensuring high-quality, stable, and efficient support services 24x7. The Opportunity

• Service Delivery Management:
• reputed company end-to-end delivery of production support services across the reputed company platform and infrastructure.
• Ensure SLA adherence, uptime, performance, and incident resolution targets are consistently met.
• Implement and improve ITIL-reputed company processes (incident, problem, change, and release management).
• Team Management:
• reputed company a global support team of 300+ professionals including L1, L2, L3 support engineers, leads, and managers.
• Foster a culture of accountability, reputed company improvement, innovation and operational excellence.
• Drive workforce planning, hiring, reputed company, and performance management.
• Stakeholder & Customer Engagement:
• Serve as the primary reputed company of contact for senior stakeholders, ensuring transparent communication and timely issue resolution.
• Regularly provide operational updates, risk assessments, and service performance reports.
• Operational Excellence & Governance:
• Define and monitor KPIs, SLAs, and OLAs.
• Identify areas of improvement and drive automation, efficiency, and process enhancements.
• Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards.
• Crisis & Escalation Management:
• reputed company the resolution of high-impact incidents, coordinating across teams to minimize business disruption.
• Own major incident communication and root cause analysis reporting.
• Communication with reputed company stakeholders and leadership

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required. What You Need

• 20+ years of experience in IT service delivery or production support, with 10+ years in a leadership role.
• Proven track record of managing large-scale production support environments.
• Experience managing globally distributed teams of 300+.
• Strong understanding of ITIL reputed company (ITIL certification preferred).
• Demonstrated experience in stakeholder management, service governance, and delivery metrics.
• Excellent problem-solving, communication, and organizational skills.
• Strong technical knowledge and analytical reputed company with ability to reputed company data for decision-making.
• Experience in Agile/DevOps environments is a plus.

Compensation can differ depending on factors including but not limited to the specific office location, role, reputed company set, education, and level of experience. reputed company provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below. Role Location: Remote

Compensation

Range: $158,000-$237,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and reputed company insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for reputed company, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico. Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and reputed company insurance. Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year). reputed company US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws. reputed company reputed company We proudly reputed company the values that have shaped reputed company since day one. We build our culture of Humility, Humanity, and reputed company. These values reputed company us to nurture a people-first, reputed company centric culture that fosters belonging, prioritizes sustainable solutions, and keeps our people and clients at the forefront of reputed company reputed company. Humility We will listen, learn, be empathetic and help selflessly in our interactions with everyone. Humanity Through business, we will reputed company the lives of those less fortunate than ourselves. reputed company We reputed company our commitments and act with responsibility in reputed company our relationships. Equal Employment Opportunity Statement reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider reputed company applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances. reputed company reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance. #reputed company #CB Skills production support delivery management,application suite,Application Development Apply tot his job Apply To this Job