Application Delivery Manager - FileNet ECM

Zurich North America is currently hiring an IT Application Delivery Manager – FileNet ECM and this person will work in a hybrid schedule out of our Schaumburg North America HQ.  Will contribute to the application, development, maintenance and improvement of a portfolio of business applications, managing relationships with business and outsourcing partners to address application performance issues and drive service improvement. 
 

Responsibilities:

• Lead a team of specialists in your area to develop and implement IT business processes and manage performance across all activities, in order to achieve business objectives and continuously improve performance
• Lead the implementation of IT initiatives to improve processes, develop policies and generate innovation to maintain regulatory compliance and/or deliver process or product enhancements.
• Partner with key stakeholders (e.g. compliance, audit, and business leaders) to assess the risks associated with proposed policies, regulatory change and give guidance to input into governance processes and standards.
• Contribute to wider IT strategy, adapt and implement this strategy in own area of responsibility, develop processes and review policies relevant to functional/business discipline in order to ensure they are in line with the business objectives.
• Contribute to the assessment of customer needs, issues and business drivers and recommend process and system improvement to enhance customer service.
• Manage key internal and external stakeholder relationships across the organization in order to achieve engagement to change, and provide technical leadership in the design and development of new IT solutions.
• Ensure that IT requirements in own area of specialism are properly addressed in projects, and ensures delivery of assigned IT projects or work streams is successful, collaborating with IT colleagues from across the wider function to deliver for the business.
• Works with the business to ensure that the disaster recovery capability meets business requirements, including planning, performance of testing, communication and restoration of services in response to a major outage or disaster, as well as setting up IT services in coordination with the business.
• Deploy in-depth knowledge in a functional area of IT to support internal clients by responding to requests and issues, acting within a number of complex processes and procedures to solve internal customer problems in conjunction with internal partners or external vendors.
• Manage the service delivery of respective applications according to Service Level Agreements and address gaps with the business.
• Report application service performance to the business taking action where necessary to address application performance issues. Work with IT Infrastructure counterpart in case of any infrastructure related issues.
• Ensure compliance with IT application, development and maintenance service management governance standards and policies.
• Engage and represent Group Application Development and Maintenance(GADM) in major incident management and problem management.
• Facilitate GADM communications to the business (e.g.. Incident alerts, change freezes etc.).
• Manage internal and external suppliers as required in the delivery of the relevant applications through any application development and ongoing maintenance.
• Maintain a business-oriented IT service catalogue for their applications, including links to business processes, service levels and request management for IT services.
• Monitor critical application governance and report on service level performance, generating improvement actions where necessary.
• Ensure that every critical application has a technology roadmap, to maintain related hardware and software and reduce operational risk from out-of-support infrastructure in collaboration with architecture and IT Infrastructure.
• Manage customer satisfaction and service improvement programs, as well as escalation and complaint management.
• Approve operational readiness for projects and releases.
• Contribute to the definition of new vendor services in close collaboration with Sourcing Management.
• Ensure compliance with appropriate in