Global Head of Application Support

Locations: Canton, MA or Jersey City, NJ or Edison, NJ

In this position, you’ll be based in one of the above noted offices for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
 

We give you a world of potential

Computershare has a very exciting opportunity for a Global Head of Application Support to head up our application support & platform teams that support our Issuer Services business. 

What makes this role exciting when there are so many other roles out there? Well, a few things make this role stand out:

•    This role will bring together regional teams under a global operating model, giving you the opportunity to drive operational efficiencies on a global scale.
•    Working during the early stages of a digitisation journey, with a technology and business roadmap built for growth.
•    Partnering with our CIO leadership team and business stakeholders to deliver a highly effective IT operations service.
 

A role you will love

As the Global Head of Application Support at Computershare, you will lead our 2nd and 3rd level Application Support and Platform teams across key regions including EMEA, Oceania, and the Americas. You will be responsible for overseeing IT service and application management for systems used by our Issuer business and their clients.
Our Issuer business is the world’s largest provider of share registration services. We have over 35 years of experience in this field and have expert registry teams in all major financial markets. 

In this role, you will play a key part in the integration of global teams, focusing on operational efficiency and customer service through global process alignment, while helping to shape the target operating model of the future. Working closely with all areas of the technology department, this role will help to shape the product strategy and support the Global CIO on delivering the overall technology road map for Issuer Services.

Other Responsibilities include:

•    Ensure systems are maintained and managed within agreed service level and in line with company policy or standards.
•    Responsible for the maintenance, stability, and capacity of the organization's Global Applications for the aligned business unit. 
•    Play an active role in the Incident, Problem and Change Management processes ensuring continuity of service.
•    Drive process improvement, consistency, and global alignment throughout the group. Make use of automation, capacity and configuration management, monitoring solutions and other relevant tools and techniques.
•    Proactively build professional relationships with other technical teams and key business stakeholders. Act as a business partner to support the business objectives.
•    Support IT assurance and compliance processes while effectively managing risk within the Application Management Group.
•    Ensure resources are skilled, trained and organised to guarantee optimal coverage of services, removing single points of failure. 
•    Ensure individuals understand what is expected of them through clear communication and have objectives against which performance is continually reviewed.
•    Ensure employees are suitably challenged, are engaged, and understand their importance to the success of the organisation.

What will you bring to the role

•    A minimum of 5 years of experience working within an Application Support management role or similar which is aligned to the ITIL framework, especially Incident, Problem, Change, Transition & Business Relationship Management.
•    A minimum of 3 years of experience in managing large technical teams with a preference for managing global teams across multiple time zones.
•    Understanding of technologies such as Azure, RedHat Linux, MS Windows, MS Server, Active Directory, SQL or equivalent. 
•    Experience of operating in a Cloud environment, ideally Azure, with understanding of CI/CD pipelines, IaC and the release and deployment of Cloud services.
•    Passionate about customer support and service excellence.
•    Good understanding of governance processes, risk, IT compliance, Information security and audit.
•    Experience developing and maintaining business relationships aligned to operating agreements and KPIs.
•    Experience developing and maintaining service agreements and managed service arrangements with internal teams and external suppliers.
•    Experience in service delivery in a B2C environment with tight SLAs i