Manager, Application Service Delivery

At G-P, our mission is to break down barriers to global business, enabling opportunities for everyone, everywhere. With remote-first and diverse teams all around the world, our people are key to achieving this mission. That’s why we trust our Dream Team members with the flexibility and autonomy to do their best and most innovative work, encourage and support their personal growth and career development, and believe in recognition for a job well done.  

Our industry-leading SaaS-based Global Employment Platform™ enables our customers to expand and grow into 180+ countries, creating more opportunities for global success – without requiring entity or subsidiary setup. The technical opportunities you’ll experience here have a positive impact on people and their work/life possibilities around the world. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you. 

If you have a passion for automation, are a deep innovator, and want to solve complex problems that lead to a world of positive results, consider G-P. Here, your knowledge and experience will be crucial to helping design and develop high-performing cloud-based software products using traditional Agile methodologies and modern frameworks.  

Beyond a competitive compensation and benefits package, what we offer to all employees along the way is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of your best innovations becoming reality.  

Our Enterprise IT Apps team is responsible for managing Business applications within G-P. As a Delivery Manager you will be responsible for managing a small team of SAAS application specialists and/or managed services provider(s). This position is ultimately responsible for the success of our professional service team, including project delivery, customer satisfaction, adoption, and operational support.

You would be responsible for planning, directing, and overseeing the team and for maintaining and following procedures and policies to deliver application services for the business teams. Ability to motivate the team to perform and reach project success, customer satisfaction and professional growth. 

What you will do 

• Manage team(s) of Developer and Application specialists to maintain and enhance a portfolio of Cloud Applications. 
• Engage with Product managers and business stakeholders to ensure a refined backlog is available. 
• Manage and grow the Enterprise application management portfolio to support G-P’s Operational teams (Finance, Ops, RevOps, etc.).  
• Define common operating standards across the Application portfolio in line with best industry practices. 
• Experience with automation tools and delivery of process automations. 
• Manage the roadmap for the Applications supported. 
• Monitor our overall Service Delivery Metrics, including, Service Levels, Incidents, process and change management and instigate appropriate actions to address any issues or non-conformance. 
• Manage a comprehensive list of Applications and ensure supportability of all Applications with appropriate support agreements with partners, where required. 
• Contribute to wider IT strategy, adapt, and implement this strategy in your own area of responsibility. Develop processes and review policies relevant to functional/business discipline in order to ensure they are in line with the business objectives.
• Ensure all agreements are confirmed and understood within the Client SLAs and manage service delivery in line with these deliverables. 
• Maintain and ensure budgets are up to date and meet with overall IT goals. 
• Ensuring that proactive measures are in place to improve the quality of service that is being delivered. 
• Maintain and monitor performance Levels for all IT operations, controls and processes to ensure a high level of customer satisfaction.
• Organize quarterly review meetings with assigned stakeholders, providing report dashboards as input to Service Level Reviews. 
• Work closely with all partner vendors to ensure compliance and regulatory requirements around training and service delivery are met.
• Collaborate effectively with stakeholders identify opportunities and customer technology enhancements.

What we are looking for 

• Strong technical background desirable. 
• Experience with business process mapping and automation tools. 
• Proven commercial experience and awareness. 
• Project Management experience with ability to plan, initiate, monitor and implement projects within a team. Ideally have some certification. 
• Service Delivery Management capabilities in particular service level management, incident management, change management and performance management. Ideally ITIL certified. 
• Proven experience in a client facing position and working with senior leadership teams. 
• Experience managing a technical team. Establish objectives and set priorities for direct reports. 
• Experience with agile methodologies (Scrum / Kanban).  
• Third level IT / Management qualification would be an advantage.