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Appl Mgmt Svc Del Cons IV

DXC Technology

This is a Contract position in Toronto, ON posted November 3, 2020.

Job Description:

Undertakes the service management activities and minor enhancement involved in the ongoing delivery of Application Management . Provides application lifecycle technical expertise for the support, monitoring, troubleshooting, change and enhancement of packaged (e.g. SAP, Oracle) or custom applications (e.g. Java, .NET and Mainframe) in accordance with contractual terms and conditions and established technical standards such as CMMI and ISO. Provides technical input, and delivery model solutions/recommendations to Application Management Services deal pursuit. Engages in and provides support for transition/transformation efforts. Undertakes the full range of Service Management functions required to ensure service delivery compliance to budget, quality standards and committed service levels on an on-going basis following operational policies and processes that are compliant with industry standards, such as ISO, and best practices such as Information Technology Infrastructure Library (ITIL). Manages the technical/service relationships: between the company and the customer, between the company and subcontractors/vendors, or among various company internal organizations. Works with the key customers, and/or internal businesses/end user representatives (e.g., Account Executive and the Account Delivery Manager) to retain customers and build the business. The company Application Management employees are supported by Service Desk function when they work directly with application end-users on application incidents. Provides input to and/or manages service improvement programs regarding customer satisfaction and service delivery. Employees using this job family should be working in Applications Management not ITO or hardware support.


  • Technical Knowledge: Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas. Integrate technical knowledge and business understanding to create superior solutions for the company and for customers. Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
  • Incident Management: Resolve technical and some business incidents independently – coordinating multiple delivery organizations and other company groups.
  • Escalation Management: Identify, manage, and lead escalations via established processes.
  • Problem Management: Proactively and reactively look for solutions to prevent complex problems from occurring across teams/technologies.
  • Change Management: Independently review and verify changes/solutions of high complexity and risk to meet customer needs. Lead or participate in a Change Advisory Board or Technical Advisory Board.
  • Configuration Management: Oversee configuration management processes, resolve issues, and design configuration management solutions.
  • Solution Design: Apply the company solutions or, when justified by business needs, create solutions to meet highly complex customer needs. Provide feedback to create new company solution sets. The solutions include new service delivery models and quality management frameworks for new service/customers.
  • Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
  • Project Management: Participate, propose, and/or lead complex customer and internal projects, including transformation, across technology/ customers and/or internal businesses/end user’s areas. Provide review/advice to projects inside/outside responsibility areas.
  • Customer Relationship Management: Influence with businesses/end users on a broad range of technical and operational topics. Becoming a trusted advisor to the customers and/or internal businesses/end users. Develop and deliver training to groups of end users and client managers on additional capabilities in existing apps or new apps. Work with customer user base to maximize the use of applications to solve business problems. Develop and grow assigned customers and/or internal businesses/end users account relationships.
  • Teamwork: Lead or work as part of a team, which may be virtual, global, and/or multifunctional, and addressing complex issues. Trusted advisor inside technology/operational policies/standards area and recognized outside team/technology/operational policies/standards area.
  • Contract Knowledge: Provides guidance to others to meet contract obligations. Provides sales support, evaluates proposal risks.
  • Mentor less-experienced team members on all areas ofApplications Management work.
  • Capacity and Performance Produces a capacity design and plan discussing the ability of the IT infrastructure to meet the performance and capacity requirements of the business. Evaluates the impact of proposed changes on the capacity design and plan.
  • Business Continuity Coordinate all recovery procedures. Train members of recovery team organization. Coordinate and lead all team exercises to rehearse business contingency plans. Facilitate all recovery processes. Define and develop business Continuity Plans. Contract for services.

Education and Experience Required:

  • Bachelor’s degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
  • May have Master’s degree in related field. Often holds intermediate-level certification(s) in work field.
  • Typically 8+ years of relevant experience.

Knowledge and Skills:
Typical skills include:

  • (Expert) in one or more applications technology areas.
  • ITIL Intermediate Certifications.
  • Strong knowledge of ISO20000.
  • (strong) understanding of related applications technologies.
  • (strong) Customer Service.
  • General Project Management.
  • Influencing Others.
  • Customer/Vendor Management Business.
  • Analysis General Financial Management Strong client-facing interpersonal skills. Able to lead Applications Management delivery.