Technical Service Delivery Lead

About the role

The Technical Application Support Lead serves as the main point of contact for the day-to-day support, stability, and technical health of an assigned portfolio of GPS applications. This role owns the application support function for assigned applications, platforms, integrations, or enabling capabilities, partnering with technical system owners to resolve incidents, coordinate technical delivery, and maintain reliable, well-supported operations.

Responsibilities

• Serve as the application support lead for designated portfolio systems, partnering with technical system owners and applying IT best practices (for example, ITIL) to ensure operational readiness, supportability, lifecycle alignment, and system health.
• Maintain application uptime and performance, serving as the primary escalation point for service performance issues and operational risks, and leading the support team in resolving critical incidents and problems.
• Capture and maintain service performance against agreed service levels, KPIs, and operational targets; identify trends, risks, and improvement opportunities.
• Coordinate incident, problem, and service improvement activities in partnership with product support, vendors, and centralized service teams.
• Lead technical development and build activities for the assigned portfolio, translating business requirements into design elements (configuration, development, and data integration) for developers or product vendors, and participating in coding and configuration activities as needed.
• Coordinate testing, deployment, and stabilization activities for system changes, including training and business adoption support, to ensure reliable, well tested delivery.
• Monitor service performance against agreed service levels, KPIs, and operational targets; identify trends, risks, and improvement opportunities.
• Identify and advance opportunities to automate service management processes, including monitoring, incident routing, knowledge capture, workflow execution, reporting, and recurring operational tasks.
• Partner with internal and external providers to improve service reliability, reduce manual effort through automation and process simplification, and enhance collaborator experience.
• Provide portfolio level reporting, insights, and recommendations to business and IT leadership, including insight into risks, trends, and service improvement progress.
• Analyze and communicate project and service status to multiple audiences, including all levels of management.
• Build effective relationships with business areas using business and systems analysis skills to determine key business needs and influence technology solutions related to business processes.
• Evaluate proposed project ideas and software changes through technical impact analysis and estimated business value to influence decision making.
• Document business requirements and effectively communicate them to software vendors, developers, and testers in a way that is understandable and complete, in order to achieve business and project objectives.
• Influence the execution of projects in collaboration with vendors, business partners, team members, and management.
• Use standardized processes for requirements definition, analysis, design, construction, and test activities.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Management, Business, or similar fields.
• 3+ years of experience with the software development life cycle, spanning project initiation through deployment, support, and retirement.
• Experience managing service delivery, application support, technology operations, or related service portfolios.

Preferred Qualifications

• Experience with ITIL, ServiceNow, or other service management platforms and practices.
• Experience with Amazon Web Services (CloudFormation, Lambda, Glue, RDS) and implementation of those services in a regulated environment.
• Understanding of Windows Server, Red Hat Linux, and Oracle database environments.
• Understanding of core networking concepts and Microsoft Azure / Entra ID capabilities (for example, Active Directory, group management, and group policies).
• Experience with development and analysis languages and tools such as SQL, PL/SQL, Python, Java, JavaScript, Go, Node.js, and RESTful web services.
• Experience with HP ALM, GitHub, Slack, and JIRA.
• Experience working in a regulated GxP environment; familiarity with software quality assurance methods and techniques.
• Experience with Agile Scrum, Critical Chain, DevOps, and DevSecOps methodologies; ITIL, PMP, or Lean Six Sigma certification a plus.
• Demonstrated ability to lead service performance using SLAs, KPIs, operational metrics, and service health indicators.
• Experience developing service dashboards, performance reporting, or executive level service health summaries.
• Familiarity with automation tooling, workflow orchestration, or AI enabled support capabilities.
• Experience leading teams and a demonstrated ability to broadly influence business and IT leaders across the organization.
• Experience supporting enterprise transformation, service standardization, or operating model optimization initiatives.