Application Support Delivery Manager, SVP

Citi • Irving, TX

5d • $141,440 - $212,160 • Hybrid

About The Position

Citi is hiring an Application Support Delivery Manager to partner with a dedicated team in assessing the reliability, efficiency, and continuous improvement of critical application portfolios across a globally scaled technology environment. In this role, you will own the full lifecycle of application support operations — spanning incident and problem management, vendor oversight, capacity planning, financial oversight, and service improvement — with direct influence over technology strategy and business outcomes. This is a senior leadership position where your decisions shape the operational standards and service quality that Citi's business depends on every day.

Requirements

• 10+ years experience with demonstrated leadership of application support functions within a large, complex technology environment, with full accountability for teams, budgets, and service outcomes.
• Hands-on experience managing incident, problem, and knowledge management practices at enterprise scale, with a track record of improving service quality and operational efficiency.
• Financial and program management capability, including the ability to track metrics, manage resource efficiency, and translate performance data into operational decisions.
• Experience overseeing third-party vendors and offshore managed service providers, including performance monitoring and contractual accountability.
• Strong commercial awareness with the ability to identify cost reduction opportunities and deliver efficiency improvements across a supported application portfolio.
• Confident communicator at senior levels, able to align stakeholders across functions and translate technical operational detail into business-relevant insights.
• Commitment to risk and compliance standards, with the ability to identify control issues and ensure adherence to relevant policies and governance requirements.
• Bachelor's degree or equivalent university-level education.

Nice To Haves

• Master's degree in a relevant discipline.
• Familiarity with AI tooling and an openness to adopting emerging technologies to improve support operations and team effectiveness.
• Experience working closely with senior business partners or delivery leads on day-to-day operational priorities, translating business needs into technology support strategies.

Responsibilities

• Lead multiple application support initiatives across all dimensions of people management, including performance evaluation, compensation decisions, recruitment, and team development to build a high-accountability, high-performance environment.
• Manage end-to-end application support delivery across incident management, problem management, and knowledge management practices, driving measurable improvements in service quality and end-user efficiency.
• Oversee compliance, timesheet accuracy, and delivery governance to ensure teams operate proactively and consistently meet agreed service standards.
• Own financial program management for the support function, tracking metrics across resource efficiency, testing progress, and operational performance to inform budgetary and strategic decisions.
• Manage third-party vendors and offshore managed service providers, holding them accountable to contractual performance expectations and service level agreements.
• Define and implement a capacity management framework that governs application throughput and latency, maintaining system reliability at enterprise scale.
• Represent the technology function in business review forums, translating operational data and performance metrics into clear insights that support commercial and strategic decision-making.
• Establish application onboarding standards and work with development teams to embed stability and supportability into new services from the outset.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior