Head of Application Demand & Operations

Essential Responsibilities

• Operational Day to Day Management including ensuring consistent and effective execution of Incident, Problem and Change Management processes.
• First escalation point for Service Management and coordinator of any service improvement plans.
• Governance on the delivery of contracts across Application Delivery, working with Delivery Leads and Application Managers to ensure maximum benefits are realized and SLAs are meaningful and adhered to.
• Management of the shared Level 1.5 team. Improving processes, increasing first time fix and reducing ticket volumes permanently through automation and elimination.
• Transition Management during vendor changes.
• Management of all Application Delivery BAU licensing and operational costs.
• Owner of all audits, risk and security metrics.
• First point of contact for any Audit, Security and Risk initiatives. Working alongside the Security Project Management Lead to ensure that all initiatives have agreed ownership across Application Delivery.
• Tracking of all operational audit, risk and security deliverables, ensuring effective remediation plans are in place.
• Application Delivery Project demand assessment including creation of estimates, resource needs, contribute inputs into the creation of business cases, and understanding the customer needs.
• Understand departments resource demand and capacity on in-flight projects as well as planned work, for projects and non-project work.
• Proactively plan for resource demand over a 6-month horizon.
• Provide financial reports and analysis to support decision-making related to resource allocation and budget management.
• Centralized small change budget ownership, planning, and tracking partnering with application delivery teams.
• Application Delivery Process Management, Process Development, and Rollout of Process Changes.
• Delivery to AXA Group standard metrics as needed e.g. Technical Debt including planning out the application currency and software obsolescence trajectory.
• Patching co-ordination for Application Delivery.
• Disaster Recovery co-ordination.
• Working with key stakeholders, lead the enhancements of the Application Operations Best Practices as a mechanism for driving an efficient, consistent approach.
• Lead, coach and manage a team (20+) Operations Leads, Security Analysts, Finance and Operations Manager, Application Managers.
• Work closely with the Head of Application Solutions, Head of Digital Factory and Head of Transversal Application Services and Service Design to ensure all projects are transitioned into BAU.
• Creates high-level organizational goals and objectives for Application Operations. Ensures synergy with the broader business and Global Technology vision.
• In collaboration with Procurement, manages RFI / RFPs, contract negotiations and delivery of contract terms. Actively removes underperforming suppliers from Application Delivery.
• You will report to Global Head of Transversal Application Services.

Required Skills and Abilities :

Skills Required

Demand Management, Team Management, Disaster Recovery, Operations, Itil, Service Management