The senior operation manager, Application Maintenance and Support (AMS) oversees the maintenance, support, and optimization of 100+ applications across front office, back office, Business Intelligence, Risk, and HR. This role will develop strategies to optimize support and cost while maintaining high standards of quality and reliability. This position will also act as the DT&A site leader for the Sofia office and join the DT&A extended leadership team.

• Define and implement the mission, vision, and strategy of the AMS organization to maximize application availability, efficiency, and reliability.
• Lead and mentor a global team of 50+ application support professionals, including 5 service delivery managers.
• Implement, track and report on service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and control the AMS budget, location strategy, vendors, and staffing plan.
• Oversee incident and problem management processes, ensuring timely resolution and root cause analysis.
• Coordinate cross-functional efforts to align application support with overall DT&A and business goals.
• Evaluate, select, and manage third-party vendors and service providers to ensure they meet performance and contractual obligations.
• Ensure compliance with ITIL and other service management frameworks.
• Drive continuous improvement of AMS processes with a focus on automation, efficiency, scalability.
• Create a culture of continuous improvement for cost optimization and technical debt reduction.
• Works with key stakeholders to measure and prioritize technical debt remediation
• Lead organizational transformation initiatives to align AMS functions with business needs and tech. advancements.
• Ensure seamless integration and operation of applications with development, infrastructure and business.

Experience:

• Minimum of 15 years’ experience in application maintenance and support.
• At least 5 years’ experience in leadership responsibilities including strategy, budget and staffing.
• Proven experience in managing relationships with external providers.
• Extensive experience in establishing and managing shared service centers.
• Hands-on crisis management and resolution.
• Experience in developing operational models and procedures and communicating complex issues.
• Ability to thrive in a multicultural and complex international environment.

Other skills:

• Strategic leader with a proven ability to build vision and align teams.
• Effective communicator to technical and non-technical stakeholders at all levels.
• Exceptional analytical skills with the ability to excel in a dynamic environment.
• Strong project management skills, including financial management, scheduling, and resource allocation.
• Skilled at influencing decisions in matrix environments.
• Proactive and able to work independently, demonstrating resilience to change.
• High level of personal integrity and professionalism in handling confidential matters.
• Critical thinker with strong problem-solving skills

Languages:

• English (Fluent)

Academics:

• Degree in business or management of IT related field, or equivalent work- or education-related experience