By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Application Service Delivery Management

• Manages day-to-day application support and operational activities for assigned applications.
• Ensures availability, reliability, performance, and operational effectiveness of supported applications.
• Monitors service levels, operational metrics, and support performance to ensure established service objectives are achieved.
• Coordinates incident management, service restoration, root cause analysis, and problem resolution activities.
• Oversees application support processes and operational activities to minimize service disruptions and maintain business continuity.
• Monitors application health and performance trends and escalates significant issues as appropriate.

Operational Excellence & Continuous Improvement

• Supports initiatives to improve application stability, support processes, operational efficiency, and user experience.
• Identifies opportunities to reduce recurring incidents, defects, and operational risks.
• Ensures operational readiness for application releases, upgrades, and production deployments.
• Implements and supports monitoring, automation, and operational best practices.
• Maintains operational dashboards, metrics, and reporting to track service performance and improvement opportunities.

Vendor & Service Management

• Provides oversight of assigned support resources, managed service providers, and vendor partners.
• Monitors service provider performance and ensures compliance with service commitments and operational expectations.
• Collaborates with vendors to address service issues, improve support quality, and resolve operational concerns.
• Supports resource planning and workload management activities for assigned applications.

Risk Management & Operational Governance

• Identifies operational risks, dependencies, support gaps, and technical challenges impacting application services.
• Escalates significant incidents, service disruptions, capacity concerns, and operational risks to leadership.
• Participates in operational reviews, service governance meetings, and risk mitigation activities.
• Supports business continuity, disaster recovery, compliance, and operational resilience requirements.

Business Partnership & Collaboration

• Partners with business stakeholders, product teams, engineering teams, infrastructure teams, and other technology groups to support operational priorities.
• Communicates application support performance, service issues, and improvement activities to stakeholders.
• Participates in portfolio reviews and operational planning discussions.
• Supports technology initiatives, enhancement efforts, and business transformation programs impacting assigned applications.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Travel as required.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university in Computer Science, Information Technology, Information Systems, Business Administration, or a related field required.

ITIL, Agile, SAFe, DevOps, Cloud, Service Management, or related certifications preferred.

Experience

Five (5+) years of progressively responsible information technology experience required, including application support, service delivery, application management, or technology operations.

Skills & Knowledge

• Knowledge of enterprise applications and application support operations.
• Understanding of ITIL processes including Incident, Problem, Change, Release, and Service Request Management.
• Experience managing support teams, service providers, and operational activities.
• Knowledge of service level management, performance metrics, and operational reporting.
• Experience supporting continuous improvement and application stability initiatives.
• Familiarity with monitoring tools, automation solutions, and production support best practices.
• Ability to identify and address operational risks, dependencies, and support challenges.
• Strong analytical, troubleshooting, and problem-solving skills.
• Strong organizational and prioritization skills.
• Effective verbal and written communication skills.
• Ability to build collaborative relationships with business, technology, and vendor stakeholders.
• Strong leadership, coaching, and team development capabilities.

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental:  Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical:  Computer keyboarding, travel as required

Auditory/Visual:  Hearing, vision and talking

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.