Apps Service Delivery Manager

United Technologies   •  

Farmington, CT

Industry: Transportation


8 - 10 years

Posted 60 days ago

This job is no longer available.

Role Overview

Otis is seeking an Apps Service Delivery Manager to lead a dynamic team responsible for a seamless employee experience and service delivery across the company's applications portfolio. The successful candidate will adapt to changing business conditions in overseeing and managing operational processes and applying work methods.

Essential Responsibilities

  • Provide executive-level synopses of high-profile technical outages including cause, business impact and required follow-up activities
  • Manage ITSM activities associated with Incident, Problem, Event and Knowledge Management for the applications teams
  • Manage contractual SOW requirements, quality standards and performance of key vendors to ensure consistent service delivery to Otis application users
  • As application lead, work with the DT Service Coordinator to drive High-Impact Severity 1 System critical issues to resolution
  • Coordinate work across multiple work teams
  • Develop, update and implement contingencies for multiple teams to meet changing requirements or service needs
  • Partner with the IT Resource Manager on anticipated changing resource needs and resource assessment and performance
  • Provide oversight of partner activities to minimize the adverse impact of incidents through problem management processes, and identify potential workarounds to restore business services quickly
  • Drive continuous improvement in system availability through problem identification and resolution


  • A bachelor's degree in computer science, engineering or a directly related field, and/or equivalent work experience is required

Basic Qualifications

  • Strong working knowledge of ITIL and ITIL processes
  • At least 7 to 10 years of progressive experience working in an Information Technology environment
  • Ability to drive team efficiencies with effective partnerships
  • Ability to perform well in a high-pressure, fast-paced environment
  • Experience in working in a service delivery role in a business-critical environment
  • Possesses a business/end-user focus with a technical background
  • Ability to manage multiple tasks and assignments simultaneously
  • Ability to work independently in a leadership role with front-line responsibilities