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Job Title Lead, Enterprise Applications (Service Delivery Lead / Tower Lead)

Role Summary The Lead, Enterprise Applications is a leadership role responsible for the end-to-end service delivery, operational stability, and continuous improvement of a complex portfolio of enterprise applications. Reporting to the Delivery Director, this role provides strategic and operational leadership for a team of 10–15 Senior Application Support Analysts and acts as the primary escalation, governance, and client‑facing authority for in‑scope application services.

This role operates at a senior management level, bridging IT operations, project delivery, and client governance. The incumbent ensures high service quality, regulatory compliance, risk management, and alignment with client priorities while supporting both steady‑state operations and transformational initiatives.

Key Responsibilities Leadership & People Management

Lead, mentor, and develop a team of 10–15 Senior Application Support Analysts, providing performance management, coaching, and career development.

Establish clear accountability models, roles, and operational expectations across the application support tower.

Foster a culture of service excellence, continuous improvement, and operational ownership.

Act as the senior escalation point for complex technical, operational, and service‑delivery issues.

Service Delivery & Operations Management

Own end‑to‑end service delivery for assigned enterprise application towers, including incident, problem, change, and service request management.

Ensure consistent adherence to ITIL/ITSM processes, operational runbooks, and service governance frameworks.

Monitor service health through KPIs, trends, risk indicators, and proactive problem management.

Drive achievement of SLAs, OLAs, and client‑defined performance targets.

Client & Stakeholder Management

Serve as the primary client‑facing service delivery leader for in‑scope applications.

Partner with client leadership, Delivery Directors, Project Managers,



and vendors to align operational delivery with business priorities.

Lead service reviews, operational governance forums, and executive‑level discussions related to service quality, risk, and performance.

Provide explicit, concise communication on incidents, risks, dependencies, and remediation plans.

Application Support & Technical Oversight

Provide leadership oversight for Level 2 and Level 3 support, including root cause analysis and corrective/preventive actions.

Oversee application upgrades, patches, releases, and vendor‑led support activities.

Ensure application documentation, inventories, knowledge bases, and operational procedures are accurate and current.

Ensure compliance with client security, privacy, audit, and enterprise architecture standards.

Governance, Risk & Compliance

Support and lead governance activities including audits, access reviews, risk assessments, and control attestations.

Ensure services align with enterprise standards, regulatory requirements, and contractual obligations.

Identify, assess, and actively manage operational risks across the application portfolio.

Contribute to service governance models, escalation frameworks, and operational maturity roadmaps.

Project & Change Delivery Support

Provide senior operational leadership and oversight for projects transitioning into production.

Support project scoping, estimation, resourcing, quality assurance, and operational readiness.

Ensure SDLC, change management, and release governance requirements are met.

Coordinate and approve production changes and maintain forward schedules of change.

Continuous Improvement & Operational Excellence

Lead initiatives focused on service optimization, automation,



standardization, and productivity improvements.

Drive root cause analysis, lessons learned, and process refinement to improve service resilience.

Partner with internal teams and clients to mature service delivery practices and operational capabilities.

Contribute to broader enterprise and account‑level improvement initiatives.

Scope of Applications Supported

Enterprise‑scale applications including, but not limited to:

Enterprise Resource Planning (ERP)

Enterprise Asset Management (EAM)

Enterprise Content Management (ECM)

Enterprise Portfolio & Project Management (EPPM)

Engineering, Operations, and Line‑of‑Business Applications

Required Qualifications & Experience

10+ years of progressive experience in enterprise IT operations, application support, or service delivery leadership.

Demonstrated experience managing large, complex application portfolios in regulated or enterprise environments.

Proven people‑leadership experience managing senior technical teams (10+ resources).

Strong background in ITIL / ITSM‑based service management.

Experience working closely with executive‑level clients and senior stakeholders.

Hands‑on experience supporting projects, SDLC governance, and production change management.

Strong analytical, risk‑management, and problem‑solving skills.

Education & Certifications

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline (or equivalent experience).

ITIL certification (required or strongly preferred).

Additional certifications in project management, service management, governance, or enterprise systems are an asset.

Leadership Competencies

Strategic service delivery leadership

Executive‑level communication and stakeholder management

Operational governance and risk management

Data‑driven decision making and reporting

Team development and performance leadership

Continuous improvement mindset

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Apply on Kit Job: kitjob.ca/job/2g8qp6

📌 Enterprise Applications Team Lead (Vancouver)
🏢 NTT America
📍 Vancouver