Associate Director - Lead Sustainment, Commercial Operations

My client is an American multinational food manufacturing company headquartered in United States. 

Responsibilities:

• Develop and implement strategies for global sustainment of IT applications and services, ensuring that service levels and objectives are met across all regions and business units 
• Manage the delivery of IT services to meet the agreed service level agreements (SLAs) and operational level agreements (OLAs) 
• Ensure adherence to ITIL processes and standards to achieve operational excellence 
• Collaborate with regional and global IT teams, as well as external vendors and service providers, to ensure effective delivery of IT services and support for all applications and systems in scope 
• Continuously monitor and improve the quality of service delivered 
• Managing IT service delivery risks, ensuring that appropriate mitigation strategies are in place. 
• Managing IT service delivery budgets, ensuring that costs are controlled and aligned with financial goals. 
• Manage and oversee the application support team responsible for providing round the clock (RTC) support for business-critical applications 
• Ensure timely resolution of incidents, problems, and service requests within agreed SLAs 
• Develop and maintain an in-depth understanding of relevant business processes and applications 
• Work closely with business stakeholders and application owners to ensure applications are meeting business requirements. 
• Identify opportunities for optimization and automation of sustainment processes and drive implementation of best practices across the organization 
• Building a knowledge management culture, promoting a culture of knowledge sharing and collaboration, Monitoring and measuring knowledge management effectiveness on service 
• Manage, motivate, and grow the sustainment team members 
• Conduct regular team meetings, coaching sessions, and performance evaluations 
• Identify training needs and develop training plans to enhance team members' skills 
• Foster a culture of innovation, customer-centricity, and continuous improvement 
• Build and maintain strong relationships with business stakeholders, MSPs, and vendors 
• Communicate effectively with stakeholders to manage expectations and address issues 
• Represent the IT service delivery team in meetings with business stakeholders and leadership team 
• Collaborate with other IT teams to ensure alignment and consistency of IT services delivered to the business. 

Requirements:

• This role oversees a diverse team which supports business functions which cover our Commercial Operations, which includes Analytics Operations, Digital Marketing Operations, eCommerce (B2B, D2C), Research/Quality and related applications.
• The role requires a bachelor’s degree in Computer Science, Information Systems, Digital Marketing, Analytics, or related fields. 
• Master's degree preferred. 
• Min 15+ years of experience in delivering similar application support projects for global customers, with expertise in development and support of business applications which leverage a variety of 
• Analytics, or digital platform technologies such as AWS Services (Glue, Lambda, etc), Redshift related technologies, Adobe, Google Analytics, Salesforce, and visualization tools such as Tableau or Power BI. 
• Strong background in the consumer goods industry, with deep understanding of relevant business processes and technologies. 
• Proven track record of managing complex application support projects, with a focus on meeting or exceeding SLAs and OLAs. 
• Experience with ITIL best practices, including incident, problem, and change management. 
• Experience managing and developing a team of skilled professionals, with a focus on engagement, productivity, continuous improvement, and innovation. 
• Strong communication and collaboration skills, with the ability to work effectively with stakeholders, technical support teams, and vendors