Manager, Application Support & Service Operations (2027 Start)
Role Overview
The description calls the position Director of Application Support & Service Operations, while the supplied source title says Manager, Application Support & Service Operations.
The role leads global Application Support, wider service operations, vendor governance and technology-group financial operations.
About half the role focuses on day-to-day Application Support services, including incidents, requests, application health, vendor delivery, release readiness, stakeholder communication, reporting and continual improvement.
The remaining remit supports the VP, Global Head of ITSM & Application Support across service management, ServiceNow and vendor governance, budgeting, invoice processing, operational controls and cross-team improvement.
This is a leadership-focused role rather than a primarily hands-on engineering position.
Key Skills for This Role
Full Job Posting
The Company
Christie's describes itself as a global art business with specialist art departments and operational teams.
The company highlights integrity, excellence, innovation, responsibility and relationships as shared values.
Why this role matters
The description calls the position Director of Application Support & Service Operations, while the supplied source title says Manager, Application Support & Service Operations.
The role leads global Application Support, wider service operations, vendor governance and technology-group financial operations.
About half the role focuses on day-to-day Application Support services, including incidents, requests, application health, vendor delivery, release readiness, stakeholder communication, reporting and continual improvement.
The remaining remit supports the VP, Global Head of ITSM & Application Support across service management, ServiceNow and vendor governance, budgeting, invoice processing, operational controls and cross-team improvement.
This is a leadership-focused role rather than a primarily hands-on engineering position.
Application Support Operations
- Lead global Application Support across a complex portfolio of business-critical applications.
- Coordinate internal application and product teams, infrastructure, security, service-management functions and external support providers.
- Track incidents, requests, problems, changes, releases, risks, escalations and operational dependencies.
- Serve as a senior escalation point for critical application issues and provide delegated operational coverage.
- Maintain visibility of application service health, support coverage, dependencies and operational risk.
- Ensure support arrangements meet the needs of global sales, releases, peak periods and other business-critical events.
Incident and problem management
- Participate in or lead major incident bridges, engaging technical owners, vendors and business stakeholders.
- Ensure incident records capture business impact, findings, decisions, actions, resolution details and closure evidence.
- Turn major incident lessons into problems, known errors, knowledge, monitoring, controls or automation.
- Identify recurring incidents, high-impact trends and service weaknesses requiring formal problem management.
- Ensure problems have owners, target dates, root-cause activity, workarounds and corrective actions.
- Challenge incomplete root-cause analysis or stalled remediation and track repeat-incident reduction.
- Maintain a prioritized improvement backlog with measurable outcomes and closure evidence.
Release and operational readiness
- Ensure releases and material changes have support ownership, runbooks, monitoring, escalation routes, knowledge, training, communications and rollback plans.
- Include Application Support in planning, testing, deployment, stabilization and transition-to-support activities.
Knowledge and service operations
- Maintain accurate knowledge, procedures, troubleshooting guides, support models and escalation matrices.
- Embed knowledge creation and review in incident, problem, change, release and service-introduction practices.
- Identify documentation gaps that cause repeat demand, delayed resolution or dependency on individuals.
- Ensure effective onboarding and knowledge transfer for new internal and vendor resources.
- Ensure processes are documented, understood, consistently followed, measurable and supported by appropriate controls.
- Review performance and address gaps in ownership, workflow, data quality, compliance, adoption and user experience.
- Coordinate process reviews, improvement plans, operational-level agreements, RACI models and escalation paths.
Requirements
- Experienced and highly collaborative candidate able to lead global Application Support and service operations.
- Ability to provide operational leadership and translate strategy into measurable outcomes.
- Role is leadership-focused rather than primarily a hands-on engineering position.
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