3 weeks ago

Global Application Maintenance & Support (AMS) Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Lead global Application Maintenance & Support (AMS) strategy, governance, and service delivery across North America, EMEA, APAC, and LATAM. Own incident, problem, and organizational change management for production applications, including major incident resolution and root-cause analysis. Manage strategic vendor partners, ensure SLAs/OLAs are met, and drive reliability through monitoring, observability, and capacity planning. Direct global teams, budgets, and continuous improvement to reduce run costs and strengthen security and compliance.

Location: London

Workplace: Onsite

Employment Type: Full time

Job Function: Field Service, Maintenance & Skilled Trades

Seniority: Director level

Key Responsibilities

•Define and evolve the global AMS strategy, operating model, and service catalogue across regions and solution lines, including standardizing AMS processes, tools, and practices.
•Oversee service delivery and reliability for in-scope applications, ensuring availability, performance, and security in line with SLAs/OLAs; supervise incident, problem, and organizational change governance.
•Lead major incident and problem management for Priority 1/Priority 2 and recurring high-impact issues, driving root-cause analysis and corrective/preventive actions to completion.
•Manage strategic AMS vendors and contractors, ensuring adherence to SLAs, security, and compliance; partner with service management, vendor management, and procurement on performance and contract terms.
•Lead global AMS people and financial management (budgets/forecasts), set benchmarks (e.g., MTTR, availability, customer satisfaction), and drive continuous improvement, automation, and knowledge management.

Key Requirements

•Deep experience with IT Service Management (ITSM) and ITIL processes, especially Incident, Problem, Change, and Configuration Management, applied at scale.
•Proven people leadership experience developing global teams (employees and contractors), including workforce planning, coaching, and performance management.
•Validated ability to lead strategic vendors and contractor resources, including performance management, commercial oversight, and negotiation.
•Experience owning and optimizing run budgets (Opex), including forecasting, cost transparency, and cost optimization initiatives.
•Strong service reliability background, including monitoring, observability, capacity planning, and availability/reliability engineering practices.

Skills:Executive leadershipStakeholder managementStrategic problem-solvingClear communicationChange leadership

Languages:English

Tech Stack:ITSMITILIncident ManagementProblem ManagementChange ManagementConfiguration ManagementRCAMTTRLeanLean Six SigmaSix Sigma

Company Brief

Aon

Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.

Industry: Insurance

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1982

Glassdoor: 3.9

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Aon