PRINCIPAL DUTIES AND RESPONSIBILITIES:
Delivery Strategy & Governance
- Define and implement the overall strategy for application development & maintenance and Center of excellence
- Establish frameworks, standards, metrics, and best practices aligned with organizational and industry standards (ISO, CMMI, ITIL, GxP, Agile, DevOps).
- Identify opportunities to centralize best practices, reduce duplication, and increase efficiency
- Drive adoption of industry best practices and continuous improvement initiatives
- Application Development & maintenance and Center of Excellence
- Establish governance frameworks, decision-making structures, and escalation paths
- Ensure alignment with compliance, risk management, and corporate policies
- Lead governance forums with senior stakeholders to drive accountability and transparency
- Monitor adherence to standards and take corrective actions where needed
- Application Maintenance & Support Quality
- Monitor quality of application support, including incident, problem, change, and release management.
- Track and improve SLAs, KPIs, MTTR, defect leakage, and production stability.
- Build and drive root cause analysis (RCA) and preventive actions
- Ensure consistency across teams in delivery, tools, and operational practices
- Maintain and continuously improve process documentation, playbooks, and templates
- Stakeholder & Team Collaboration
- Partner with Engineering, Product, Operations, and Business stakeholders to ensure alignment.
- Develop stakeholder self-help resources including knowledge bases, portals, and toolkits
- Enable a "shift-left" model through scalable self-service solutions
PHYSICAL DEMANDS AND WORKING CONDITIONS:
- No travel is expected for this position.
Collaboration:
- Working with various external vendors, Internal Business team, Procurement and Legal teams.
EDUCATION AND REQUIRED CREDENTIALS:
- Bachelor's Degree; Advanced Degree desirable or an equivalent combination of education and experience
EXPERIENCE AND SKILLS:
- 6+ years of experience in Service Assurance, IT Operations, or Service Management, with a focus operating model
- Strong understanding of SDLC, STLC, and ITIL processes.
- Experience with test automation frameworks and CI/CD pipelines.
The rate of pay for this position will depend on the successful candidate's work location and qualifications, including relevant education, work experience, skills, and competencies.
Annual Rate: $97,000.00 - $163,000.00
Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave and potential for performance-based bonuses depending on company and individual performance.
