Role Summary

The Application Services Lead will be responsible for ensuring smooth delivery and management of application services, maintaining strong stakeholder relationships, and driving high customer satisfaction. This role demands accountability for service performance, risk management, and team coordination to meet agreed SLAs and KPIs, while fostering continuous improvement and value creation for customers.

Job responsibilities.

• Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders to ensure alignment and transparency
• Customer Satisfaction Value Addition: Drive initiatives to maintain high levels of customer satisfaction and focus on delivering measurable value to customers
• Service Performance: Ensure adherence to agreed SLAs and KPIs, monitoring performance and implementing corrective actions where necessary
• Reporting: Prepare and deliver weekly and monthly reports on service performance, risks, and improvement plans
• Risk Management: Stay accountable for identifying, assessing, and mitigating risks related to application services
• Team Resourcing Delivery Management: Manage team allocation, capacity planning, and delivery timelines to ensure successful execution of projects and services
• ServiceNow Adoption: Drive and support the adoption of ServiceNow for IT service management and automation
• Ticket Trend Analysis: Analyze incident and request ticket trends to identify recurring issues and improvement opportunities
• Continuous Improvement: Promote a culture of continuous improvement, leveraging insights and best practices to enhance service delivery

Qualifications:

• Strong leadership and team management skills
• Excellent communication and stakeholder engagement abilities
• Proven experience in application services delivery and risk management
• Familiarity with SLA/KPI frameworks and reporting tools
• Ability to work in a dynamic environment and manage multiple priorities
• Hands-on experience with ServiceNow platform
• Analytical mindset for ticket trend analysis and process optimization
• Preferred Qualifications Bachelors degree in Computer Science, Information Technology, or related field
• 8+ years of experience in application services or IT service delivery
• ITIL or similar certification is a plus
• Experience in Procure-to-Pay (P2P) business processes will be an added advantage