Job Description

The IT Applications Operations Lead will be responsible for coordinating and aligning application support activities across all technology landscapes within Business Technology Solutions. This role ensures consistency, governance, and escalation management across multiple application support teams. The role will define and drive strategy for delivering IT operational excellence across Business Technology Solutions for application support.

A Day In The Life

Key Responsibilities

• Governance & Alignment

• Develop and enforce governance frameworks for application support activities, in conjunction with the IT Director of Operations, who leads AMS (Application Managed Services) support across Hubbell, to ensure alignment and collaboration.
• Monitor adherence to SLAs, KPIs, and ITIL-based service management practices across teams.
• Act as the central point for coordination among application support teams across Business Technology Solutions.
• Ensure consistency in processes, standards, and documentation across all support teams.

• Escalation Management

• Serve as the escalation point for critical incidents and cross-functional issues.
• Drive resolution by engaging appropriate support teams and stakeholders.
• Ensure timely, clear and consistent communications on issues.

• Vendor Accountability

• Partner with vendors to ensure compliance with contractual obligations.
• Hold vendors accountable for meeting KPIs and performance metrics.
• Review vendor scorecards and drive improvement plans where necessary.

• Strategic Planning

• Define and implement strategies to achieve IT operational excellence.
• Evaluate and recommend staffing and resource models (e.g., centralized vs. distributed, insource vs. outsource).
• Conduct skill gap analysis and propose training or hiring plans.
• Assess vendor partnerships and outsourcing opportunities to optimize support delivery.

• Continuous Improvement

• Identify opportunities for automation, process optimization, and cost efficiency.
• Partner with leadership to implement best practices and innovative solutions.

What will help you thrive in this role?

Required Skills & Experience

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 15+ years of experience in IT operations or application support coordination in a complex enterprise environment.
• Strong knowledge of ITIL processes and service management.
• Proven experience in strategic planning and vendor management.
• Excellent stakeholder management and communication skills.

Preferred Qualifications

• Experience in governance and process standardization.
• Familiarity with ERP (SAP preferred), CRM, and digital platforms.
• Knowledge of automation and monitoring tools.