Global Application Maintenance & Support (AMS) Leader in London

The Senior Director, coordinating 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 (employees and contractors) and strategic vendor partners to ensure the stability, availability, performance and security of in-scope applications that support core business processes. The Senior Director defines and evolves the global AMS operating model; coordinates major incident and problem management and works closely with business and technology leaders to improve service quality, reduce run costs, and support product and portfolio roadmaps.

What the day will look like:

• Global AMS Strategy & Operating Model: Define and evolve the worldwide AMS approach, operating model and service catalogue across regions and solution lines. Drive standardization of AMS processes, tools and practices where practical, while allowing for regional needs.
• Service Delivery & Reliability: Accountable for the availability, reliability, performance and security of in-scope applications in line with agreed SLAs and OLAs. Supervise end-to-end Incident, Problem and Organisational Change for production applications, including governance of ITSM processes and tools. Ensure effective monitoring, observability and capacity planning to minimize business disruption.
• Major Incident & Problem Management (within AMS): Lead the resolution of Priority 1 and Priority 2 major incidents and other critical issues, ensuring timely decision making and clear communication. Lead problem management and root cause analysis (RCA) for recurring and high-impact issues; ensure sustainable corrective and preventive actions are implemented and tracked.
• Vendor & Partner Management: Lead strategic AMS vendors and contractor resources, providing clear governance, performance management and customer concern paths. Partner with Service Management Organization to provide governance and performance Management standards. Ensure vendors adhere to SLAs, security and compliance requirements, and contribute to continuous improvement and automation initiatives. Partner with Vendor Management and Procurement on contract terms, service levels and cost optimization.
• People Leadership: Directly lead and develop a global AMS organization (employees and contractors), including hiring, coaching, performance management and succession planning. Foster a culture of accountability, customer focus, knowledge sharing and continuous improvement across regions and teams.
• Risk, Security & Compliance: Ensure that AMS services and processes meet security, compliance and regulatory requirements, including regular patching, vulnerability management and audit readiness. Maintain and lead AMS-related risk registers and remediation plans in partnership with Security, Risk, and Compliance teams.
• Financial & Demand Management: Own AMS budgets and forecasts; monitor and lead run costs, including vendor spend and resource allocations. Drive initiatives that reduce support costs, improve efficiency and optimize the application landscape (e.g., rationalization, automation, shift-left). Partner with Product, Portfolio and Delivery teams on demand planning and transition-to-support for new or changed applications.
• Stakeholder & Business Engagement: 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 through regular reviews and clear reporting.
• Application Rationalization & Product Operating Model: Support and influence application rationalization efforts to simplify the software environment and reduce technical debt. Align AMS services and priorities with the Product Operating Model and product/portfolio roadmaps to enable business growth and transformation.
• Service & Incident Management: 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 during complex incidents and problem investigations. Ensure clear, timely communication of incident impact, status and final resolution to Portfolio Leaders and key partners.
• Problem Management & Analytics: Analyse aggregated event and issue data across portfolios 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, require RCAs and track remediation.
• Service Change & Transition: Work with vendors and internal teams to coordinate Service Introduction and Service Change activities for new or enhanced applications. Ensure readiness criteria (e.g., monitoring, runbooks, KB articles, support model, SLAs) are met before launch or transition to support. Govern organisational change practices to minimize risk to production stability.
• Governance, Reporting & Continuous Improvement: Define, track and report global AMS benchmarks (e.g., MTTR, incident backlog, change failure rate, availability, customer satisfaction) to partners. Run regular service reviews with regions, vendors and business partners; agree on improvement actions and drive them to closure. Find opportunities for automation, self-service and shift-left support to improve user experience and reduce manual effort.
• Knowledge & Standards: Ensure robust knowledge management, including runbooks, SOPs and knowledge base articles, and drive reuse across regions and vendors. Promote consistency to standards, policies and architectural guidelines, and influence updates based on AMS insights and lessons learned.

Skills and experience that will lead to success:

• Behavioral 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.
• Functional Skills: 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.

How we support our colleagues:

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two Global Wellbeing Days each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. 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.