Role: AppOps Program Manager
Location: Berkeley Heights, NJ
Work Mode: 5 days client office
Role family: Project Management / PMO / App Ops Delivery Leadership
Experience: 12 18+ years overall; 8+ years in Application Operations /
Production Support / AMS
Delivery scope: End-to-end ownership of client App Ops engagements,
including people, process, technology and commercials
Position Summary
We are seeking an experienced and highly motivated Senior Delivery Lead Application Operations (App Ops) to lead and manage large-scale application support and operations engagements for strategic clients. The ideal candidate should possess strong Project Management, PMO, Delivery Management, or Application Operations Leadership experience, with complete ownership of service delivery, operational governance, client stakeholder management, SLA compliance, team leadership, continuous improvement, and transformation initiatives.
This role is responsible for establishing and managing high-performing App Ops teams, ensuring operational excellence, service reliability, client satisfaction, and business growth.
Experience
- 12 to 18+ years of IT experience.
- Minimum 8+ years managing Application Operations, Production Support, or Application Management Services (AMS) engagements.
- Prior experience as a Project Manager, PMO Lead, Application Operations Delivery Lead, Service Delivery Manager, or Support Program Manager.
- Experience managing offshore, onsite, and distributed support teams.
- Experience in client-facing roles across Banking, Financial Services, Retail, Healthcare, Insurance, or similar domains is preferred.
Key Responsibilities
Delivery Leadership
- Own end-to-end Application Operations delivery for one or more strategic client accounts.
- Lead multi-tier Application Support teams across L1, L2, L3, SRE, DevOps, and vendor functions.
- Ensure adherence to SLAs, OLAs, KPIs, and contractual commitments.
- Drive service quality, availability, reliability, and operational excellence.
- Establish governance frameworks and service review mechanisms.
Client & Stakeholder Management
- Act as the primary delivery contact for client leadership.
- Conduct weekly, monthly, and quarterly governance reviews.
- Present operational metrics, risk assessments, and improvement initiatives.
- Manage customer escalations and major incidents effectively.
- Build trusted-adviser relationships with client stakeholders.
Operational Governance
- Lead Incident, Problem, Change, Release, and Knowledge Management processes.
- Drive Major Incident Management for P1 and P2 incidents.
- Ensure RCA completion and preventive action implementation.
- Manage operational risks and service continuity plans.
- Oversee compliance, audit, and security requirements.
People Leadership
- Build and scale Application Operations teams based on client demand.
- Mentor Team Leads, Support Managers, and Operations Engineers.
- Manage resource planning, utilisation, and succession planning.
- Drive performance management and capability development.
- Foster a culture of accountability and continuous improvement.
Mandatory Skills
Leadership & Delivery: Project Management; PMO Management; App Ops Delivery Leadership; Service Delivery Management; Stakeholder Management; Program Governance; Escalation Management; Team Management
ITSM & Operations: Incident, Problem, Change, Release, Major Incident, Service Transition, Capacity, Availability, and Knowledge Management
Tools & Technology Knowledge
ITSM: ServiceNow, BMC Remedy, Jira Service Management, Cherwell
Monitoring & Observability: Dynatrace, AppDynamics, Splunk, Datadog, Grafana, ELK, Prometheus
DevOps & Release: Azure DevOps, Jenkins, GitHub, GitLab, Octopus Deploy
Scheduling & Batch: Control-M, AutoSys
Infrastructure & Cloud: AWS, Azure, Google Cloud Platform, Kubernetes, OpenShift, Docker
Collaboration & Reporting: Jira, Confluence, Power BI, Excel, MS Project, PowerPoint
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