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Apogem Capital · 2 hours ago

Corporate Vice President - Strategic Business Production Support and Operations Lead

New York, United States

Full-time

Hybrid

Senior Level

$180K/yr - $258K/yr

Apogem Capital is a company that focuses on providing high-quality support services across various Strategic Business organizations. The Strategic Business Production Support and Operations Lead will be responsible for enhancing relationships between technology and business support teams, managing support services, and ensuring consistent service quality across all domains.

Financial Services

Responsibilities

Promote a clear understanding of the different levels of TDAV support services within Strategic Business organizations by gaining in-depth knowledge of each business unit and the functions they serve

Enhance relationships and communication processes across technology and business support teams for each Strategic Business Unit to encourage collaboration, improve efficiency, and address any support gaps as needed

Maintaining a consistent, aligned approach in the execution and oversight of all Service Management functions including Incident Management, Problem Management, Service Request, Change Management and customer experience survey feedback ensuring consistent service quality and reliability across all TDAV domains

Where applicable, manage contracted support personnel responsible for the execution of support services such as incident management, service request, and problem management, ensuring 99.5% availability across all our critical applications and associated business processes

Lead recurring forums for CIO organizations and Technology, Data, AI and Ventures (TDAV) Service Delivery leaders to:

Review service performance and delivery quality against SLAs and Service Level Objectives (SLOs)

Assess customer satisfaction and feedback from the Strategic Business (SB) community

Evaluate cost of services and identify optimization levers across infrastructure, cloud, data, and application domains

Align on corrective actions, ownership, and near-term delivery priorities

Maintain transparency and accountability across service towers

Drive consistent utilization of new and existing tool sets to proactively monitor and manage the performance of our applications and end user experiences while influencing the continued maturity of our ITIL processes and metric reporting

Oversee the ideation and execution of automation of opportunities reducing manual repeatable tasks within each of the Strategic Business units concentrating on process improvement ideas targeted to reduce overall run cost and drive efficiency

Lead relationship management, governance and accountability across all support actors including NYL resources, MSP Suppliers and Third-Party Vendors ensuring for an aligned approach and clear accountability across support operations

Qualification

Incident ManagementITIL Service ManagementVendor ManagementObservability ToolsAWS Application SupportAnalytical SkillsLeadershipCommunication SkillsProblem-Solving

Required

Proven ability to lead and coordinate cross-functional teams in high-pressure situations

Excellent organizational and time management skills

Exceptional verbal and written communication skills

Ability to convey complex technical information to non-technical stakeholders

Strong analytical and problem-solving skills

Ability to think critically and make quick decisions under pressure in complex technology landscapes

Previous experience in incident management and ITIL Service management processes

Hands-on development mentality, with a willingness to troubleshoot and solve complex problems with understanding Business terms and Business Acumen

Strong experience managing vendor staffing, identifying resource gaps, and contention issues, including internal employees and vendor resources/consultants