Role purpose Own the end-to-end delivery of application support for hundreds of applications, lead the transition of the application to new teams and run a lean, automation-driven support organization that continuously reduces effort through modernization, consolidation and innovation. Key responsibilities Transition & takeover • Plan and lead the transition: due diligence, knowledge transfer, shadow and reverse-shadow phases, readiness gates and go-live sign-off. • Define the target operating model for the new teams , application clustering by portfolio/technology, and coverage model (L2/L3, on-call, follow-the-sun if needed). • Identify and mitigate transition risks, especially for the Critical/High applications • Ensure complete knowledge capture: runbooks, architecture views, SOPs, access, credentials handover and CMDB data quality. Service delivery & governance • Own SLAs/KPIs (MTTR, backlog, SLA adherence, first-time fix, CSAT) and lead monthly service reviews and QBRs with client stakeholders. • Run ITIL processes: incident, problem, change, release, knowledge and major-incident management. • Manage ~14,400 tickets/year with a smaller team through demand reduction, problem elimination and shift-left. • Manage budget, capacity planning, contractor onboarding and performance within the commercial envelope. Incident, defect & task management • Run day-to-day management of incidents, defects and client-created tasks in ServiceNow/Jira: assignment, prioritization, SLA tracking and closure quality. • Run daily stand-ups/triage with the Tech Lead and align the backlog priorities agreed with the client via the Service Client Manager. • Balance capacity between break-fix, defect resolution and client task delivery; flag capacity risks early. • Own problem management so recurring incidents become permanent fixes. Modernization, merging & innovation • Partner with portfolio owners on application rationalization • Build a roadmap for consolidation/merging of overlapping applications, decommissioning and cloud/SaaS modernization. • Drive automation (self-healing, monitoring, AIOps, GenAI/Copilot-assisted support) to deliver measurable FTE and cost reduction year on year. • Present business cases for modernization initiatives with clear ROI and risk. People leadership • Hire and onboard the team including Tech leads and core/key team members • Lead, coach and grow Tech Leads and engineers; build a multi-skilled, cross-trained team that can cover many applications. • Foster a culture of ownership, continuous improvement and knowledge sharing. Required qualifications & skills • Proven track record leading application support, including the transition/takeover. • Strong ITIL v4 knowledge and hands-on ServiceNow (or similar ITSM) experience. • Experience running lean, outcome-based support models and achieving productivity gains through automation. • Good understanding of cloud-hosted application landscapes (AWS primary; GCP/Azure a plus), SaaS and COTS. • Experience with application portfolio rationalization (Gartner TIME or similar) and modernization programs. • Excellent stakeholder management, executive communication and commercial awareness (budgets, SOWs, SLAs). Nice to have • ITIL v4 Managing Professional, PMP/PRINCE2, AWS certification. • Experience in media, music or entertainment (royalties, rights, metadata, supply chain, D2C). • Exposure to AIOps, observability platforms (Datadog, Dynatrace, Splunk) and GenAI for support. Core competencies • Ownership mindset and calm under pressure in high-impact incidents. • Fast learner able to support many applications with varied technologies. • Clear written and verbal communication in English with business and technical stakeholders. • Continuous-improvement and automation-first thinking.