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About the Role

The Senior Director, Global Application Maintenance & Support (AMS), is accountable for the strategy, governance, and delivery of AMS services across North America, EMEA, APAC, and LATAM. This role leads global AMS teams and strategic vendor partners to ensure the stability, availability, performance, and security of in-scope applications supporting core business processes.

Responsibilities

• Define and evolve the worldwide AMS approach, operating model, and service catalogue.
• Drive standardization of AMS processes, tools, and practices.
• Accountable for the availability, reliability, performance, and security of in-scope applications.
• Supervise end-to-end Incident, Problem, and Organizational Change for production applications.
• Ensure effective monitoring, observability, and capacity planning.
• Lead the resolution of Priority 1 and Priority 2 major incidents and other critical issues.
• Lead problem management and root cause analysis (RCA).
• Lead strategic AMS vendors and contractor resources.
• Partner with Service Management Organization to provide governance and performance management standards.
• Ensure vendors adhere to SLAs, security, and compliance requirements.
• Partner with Vendor Management and Procurement on contract terms, service levels, and cost optimization.
• Directly lead and develop a global AMS organization.
• Foster a culture of accountability, customer focus, knowledge sharing, and continuous improvement.
• Ensure AMS services and processes meet security, compliance, and regulatory requirements.
• Maintain and lead AMS-related risk registers and remediation plans.
• Own AMS budgets and forecasts.
• Drive initiatives that reduce support costs, improve efficiency, and optimize the application landscape.
• Partner with Product, Portfolio, and Delivery teams on demand planning and transition-to-support.
• Serve as the primary senior point of contact for AMS topics with business, product, and technology leaders.
• Collaborate with Business Heads and senior partners to address open and recurring incidents, problems, and service concerns.
• Communicate service performance, risks, and improvement plans.
• Support and influence application rationalization efforts.
• Align AMS services and priorities with the Product Operating Model and product/portfolio roadmaps.
• Oversee daily AMS operations across regions.
• Ensure consistent triage, prioritization, and resolution of incidents and service requests.
• Coordinate with application developers, system analysts, and product teams for domain expertise.
• Ensure clear, timely communication of incident impact, status, and final resolution.
• Analyze aggregated event and issue data to identify recurring challenges, key trends, and systemic risks.
• Drive formal problem management, including RCAs, action plans, and verification of effectiveness.
• Engage with the Support Vendor Manager and other partners to call out chronic issues.
• Work with vendors and internal teams to coordinate Service Introduction and Service Change activities.
• Ensure readiness criteria are met before launch or transition to support.
• Govern organizational change practices to minimize risk to production stability.
• Define, track, and report global AMS benchmarks.
• Run regular service reviews with regions, vendors, and business partners.
• Find opportunities for automation, self-service, and “shift-left” support.
• Ensure robust knowledge management, including runbooks, SOPs, and knowledge base articles.
• Promote consistency to standards, policies, and architectural guidelines.

Requirements

• Deep experience with ITIL processes—especially Incident, Problem, Change and Configuration Management—and their application at scale.
• Validated ability to lead strategic vendors and contractor resources, including performance management, commercial oversight and negotiation.
• Experience leading, coaching, and developing global teams; workforce planning across employees and contractors.
• Experience owning and optimizing run budgets (Opex), including forecasting, cost transparency, and cost optimization initiatives.
• Skilled at managing expectations and relationships with senior business, product, and technology stakeholders.
• Ability to understand core business processes and how AMS-supported applications enable them.
• Working knowledge of system architectures supporting one or more core business areas.
• Experience with system performance management, monitoring, observability, capacity planning, and availability/reliability engineering practices.
• Familiarity with testing methodologies and transition-to-support / service introduction practices.
• Experience defining, tracking, and reporting SLAs, OLAs, KPIs, and OKRs.
• Hands-on experience applying continuous improvement and quality methodologies to AMS processes.
• Able to diagnose complex issues across vendors, teams, and technologies and recommend pragmatic, prioritized remediation.
• Ability to simplify and standardize complex AMS processes and application landscapes.
• Broad understanding of relevant technologies and third-party solutions within the portfolio.

Skills

• Executive leadership
• Trusted partner
• Strategic and focused
• Customer-focused
• Influence and customer management
• Change leadership
• Data-driven
• Collaboration across cultures
• Advanced problem-solving
• Clear communication
• Detail-aware with strategic view
• IT Service Management (ITSM)
• Vendor and contract management
• People leadership
• Financial management
• Stakeholder / relationship management
• Business and domain acumen
• Architecture awareness
• Service performance & reliability
• Testing & release in support context
• Process and service metrics
• Continuous improvement & quality
• Consultative problem solving
• Standardization & simplification
• Technology familiarity

Location

• North America
• EMEA
• APAC
• LATAM

Work Type

• Global

Experience Level

• Senior Director

Benefits

• Comprehensive benefits package
• Agile, inclusive environment
• Manage wellbeing and work/life balance
• Two “Global Wellbeing Days” each year
• Variety of working style solutions (Smart Working)
• Continuous learning culture

About the Company

• Aon is in the business of better decisions.
• At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.
• As an organization, we are united through trust as one inclusive, team with varied strengths, and we are passionate about helping our colleagues and clients succeed.

Equal Opportunity

• Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves.
• Aon is proud to be an equal opportunity workplace.
• Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.
• We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard.