AMER Regional Applications Operations Manager

Carrier•Atlanta, GA

1d•$120,000 - $168,000

About The Position

About Carrier: Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier. About this role: Reporting into Global Application Operations, the AMER Regional Application Operations Manager is responsible for ensuring the stability, availability, and performance of all AMER region-specific digital platforms. This includes overseeing the management of partners and vendors to provide the best digital experiences for customers and internal stakeholders based on the Business Unit(s) requirements. The role governs all processes and procedures that deliver change to these platforms, focusing on minimizing incidents, reducing operational risks, and ensuring the agility required to support strategic goals. This role is critical in bridging the gap between business needs and Application service capabilities, ensuring efficient and high-quality service delivery, and proactively addressing any issues that arise. The AMER Regional Application Operations Manager will focus on ensuring customer satisfaction, maintaining operational performance, and improving service delivery processes while aligning with the organization’s strategic objectives, offering insights into supplier performance ensuring a proactive approach to issue resolution. This position also will be in charge of SOX controls & compliance globally for CAPStone operations.

Requirements

Bachelor’s degree in computer science
7+ years of experience in IT service management, focusing on service delivery and vendor management.
At least 5 years’ experience in project management is required.
At least 5 years, proven experience managing outsourced vendors and ensuring SLAs are met.
ITIL certification is required.
Certified in Agile and Scrum methodologies required.

Nice To Haves

Master’s degree in computer science
Experience in managing large-scale, cross-functional projects or services is preferred.
Strong relationship management skills, with a focus on collaboration and partnership with vendors and stakeholders.
Ability to drive performance and accountability among service providers.
Excellent problem-solving and decision-making skills with a focus on operational excellence.
Critical thinking and problem-solving abilities.
Broad technical proficiency across ERPs, CRMs, and digital platforms.
Ability to drive creative and effective solutions for complex challenges.
Excellent oral and written communication skills with the ability to engage with all organizational levels.

Responsibilities

Lead and guide vendor teams to ensure optimal support levels and cost-efficient operations.
Serve as the main point of contact between the organization and its service providers, ensuring all SLAs (Service Level Agreements) are met.
Enhance operational management systems, processes, and best practices.
Collaborate with relevant Business Unit stakeholders on daily operational activities across various domains, including Finance, HR, Digital, Marketing, and Process Improvement.
Identify automation opportunities via using RPA / AI.
Lead AMER application service delivery, provide performance metrics, and drive continuous process improvements.
Monitor and improve AMS performance, ensuring timely tracking and proactive responses to potential issues.
Report on application management performance specific to the Business Unit(s) in the AMER region.
Work closely with vendors to ensure appropriate staffing levels and resource optimization.
Develop, implement, and improve operational processes for service delivery, focusing on efficiency, scalability, and cost-effectiveness.
Ensure compliance with relevant policies, procedures, and regulatory standards.
Engage in regular service reviews with internal stakeholders and vendors, ensuring services are delivered in line with business expectations.
Create and present regular service performance reports to senior management, outlining key metrics, challenges, and improvement plans.
Implement quality control measures and monitor production KPIs.
Introduce innovative strategies to enhance the quality-of-Service Delivery.
Ensure data quality across Service Management and Application Architecture platforms.
Integrate monitoring tools into operational procedures to enhance oversight and control.
Harmonize operational governance across application management suppliers.
Embed agile processes into the application operational governance framework.

Benefits

Employees are eligible for benefits, including:
Health Care benefits: Medical, Dental, Vision; wellness incentives
Retirement benefits
Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation
Disability: Short-term and long-term disability
Life Insurance and Accidental Death and Dismemberment
Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account
Tuition Assistance
To learn more about our benefits offering, please click here: Work With Us | Carrier Corporate
The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.
This position is entitled to short-term cash incentives, subject to plan requirements.